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This chapter presents the background of the study, declaration of the problem, purpose of the Study, objectives of the research study, research study concerns, scope of the study and the considerable of the study
Background of the research study.
Client care was defined by Kotler (1998) as a service that one can offer to another which is basically intangible and does not result in the ownership of anything but causes customer delight and complete satisfaction. To put it simply, client care is a service that looks for to obtain new customers, provide remarkable consumer satisfaction and construct customer loyalty.
As times alter so do customers care aspects. The hospitality industry is one that is continuously undergoing modification and because of this, the customer care service programme must be kept constantly upgraded also.
Customer care services in company consist of trustworthy services, security, parking space, front desk services, attractiveness, speed in service shipment, after sales services, customer attention and sensitivity to their requirements, honesty, and good mindset towards customers.
Customer care services are concentrated on making the client comfy, creating remarkable interaction in the minds of the customers and making them feel much better, satisfied than they were prior to the deal and stimulate client retention. The motive of any service is to develop and serve their clients, however the most significant challenge is how to satisfy them for the life time of a business.Businesses should always look for ways to serve their clients more than they anticipate. In doing so, it helps them to understand you care and it will leave them with the feel "Feel Good Aspect".
Customer care plays an important role in an organization’s ability to generate income and revenue therefore customer care should be included as part of an overall approach to systematic improvement.
A customer service experience can change the entire perception a customer has of the organization.Customer care includes putting systems in place to maximize customers’ satisfaction with the business. It should be a prime consideration for every business because sales and profits depend on keeping
customer happy. Customer care is more directly important in some roles than others, for receptionist, sales staff and other employees in customer facing roles, customer care should be a core element of their job description and training a core criterion when you are recruiting.
A huge range of factors can contribute to customer satisfaction but customers, consumers and other business are likely to take into account the following :
For customer satisfaction, it is necessary to establish and maintain certain important characteristics like quality, fair prices, good customer handling skills, efficient delivery and serious consideration of customer complaints.
The best way to find whether customers are satisfied is to ask them. What you ask the customers is important and how when and how often you ask these questions is also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers.
The study is aimed at establishing the relationship between customer care and customer .Satisfaction in the hotel industry.
To examine customer care strategies used by Oberoi Group. (II) To establish the customer care service level at Oberoi Group. (III) To examine the relationship between customer care services and customer satisfaction
Hasket Otal (1994) says that growth and profits are stimulated primarily by customer satisfaction which has a large bearing on customer loyalty. Customer loyalty is a direct result of customer satisfaction that is largely influenced by the value of customer care provided along or with product or service to the customer.
A satisfied customer is one whose expectations have been met and with such a customer organizations tend to benefit in the following ways:
Customers are more likely to recommend a high service to their friends, relatives and colleagues. The business will thus thrive on credible and positive image.
Excellent customer care offers a much greater competitive edge than competitors largely because positive service differentiation entails
improving all the people aspect of business like training, and motivation which are all difficult to copy and achieve.
A pleasant and conducive atmosphere emanating from good customer care will not only result into improved moral commitments but also improved customer satisfaction hence fewer complaints. Good customer care would reduce labour turn over, Cardiac symptoms and absenteeism.
Organizations rely on human resources to perform and thus be able to compete with others. Where human resource is poor, the performance of the organization may also be poor. To take care of customers, organizations must take care of those (staff) that take care of customers and this can be achieved by giving staff customer focused training. Further studies have shown that behavior of a worker in an organization is very important Organizations need to get persons who know their attitudes, behavior and experience over a period of time. The person can conduct a job analysis of the organization which can enable him to isolate bad attitudes, behaviors and experiences and promote good ones that are customer focused. Some attributes tend to be repetitive through a person’s life.
Customer complaints naturally reflect customer dissatisfaction and service deficiencies. Encouraging customer complaints is of strategic importance and should be handled with great 13 attention and care. A research of customer complaining behavior done in the India had the following results :
The Dharma Concept of OBEROIs that helped them to to taste success and retain it.
The Oberoi Organization are committed to display through their Behavior and actions, the following conduct which applies to all aspects of Their Business:
The hotel has hosted a long list of notable guests including The Beatles, Jacqueline Kennedy Onassis, Bill Clinton, Jacques Chirac, The King & Queen of Norway, The Duke & Duchess of Kent, The Duke of Edinburgh, The Prince of the wale, Roger Moore, Joan Collins, Mick Jagger, Deep Purple, Michael Palin, Hillary Clinton, Michelle & Barack Obama as well as professional cricket teams on tour.
Arrangements at larger scale to provide the customer their best: a) The Oberoi Hotels is a boutique 5*+ hotel comprising 127 luxury guest rooms and specializing in servicing business and corporate clients.
Awards and Accolades won for their delighted services Worldwide:
|Award |Awarded By | |Top 100 Hotels in the World |Travel + Leisure, World's Best Awards 2013 | |(Ranked 51st) | | |Top 10 Resorts in Asia |Travel + Leisure, World's Best Awards 2013 | |(Ranked 9th) | | |Certificate of Excellence |TripAdvisor, 2013 | |Top 25 Hotels in India |TripAdvisor, Travellers' Choice Awards 2013 | |(Ranked 11th) |
| |Top 25 Luxury Hotels in India |TripAdvisor, Travellers' Choice Awards 2013 | |(Ranked 14th) | | |Top 25 Hotels for Service in India |TripAdvisor, Travellers' Choice Awards 2013 | |(Ranked 25th) | | |Top 15 Resorts in Asia |Condé Nast Traveler, USA, Readers’ Choice Awards 2012 | |(Ranked 3rd) | | |Top 15 Resorts in Asia |Travel + Leisure, World's Best Awards, Readers' Survey 2012 | |(Ranked 7th) | | |Top 100 Hotels in the World |Travel + Leisure, World's Best Awards, Readers' Survey 2012 | |(Ranked 47th) | | |Top Resorts in Asia for Service |Travel + Leisure, World's Best Service Awards, Readers' Survey 2012 | |(Ranked 5th) | | |Best Leisure Hotels in Asia & the Indian Subcontinent |Condé Nast Traveller, UK, Readers’ Travel Awards 2011 | |(Ranked 2nd) | | |Top 15 Resorts in Asia |Travel + Leisure, World's Best Awards, Readers' Survey 2011 | |(Ranked 4th) | | |Top 100 Hotels in the World |Travel + Leisure, World's Best Awards, Readers' Survey 2011 | |(Ranked 14th) | | |Top 100 Hotels in the World |Travel + Leisure, World's Best Awards,
Readers' Survey 2010 | |(Ranked 5th) | | |Top 15 Resorts in Asia |Travel + Leisure, World's Best Awards, Readers' Survey 2010 | |(Ranked 2nd) | | |Top 100 Hotels in the World |Condé Nast Traveler, USA, Readers’ Choice Awards 2010 | |(Ranked 25th) | | |Top 100 Hotels in Asia |Condé Nast Traveler, USA, Readers’ Choice Awards 2010 | |(Ranked 7th) | | |Top Hotels in the World for Service |Travel + Leisure, World’s Best Service Awards, Readers’ Survey 2009 | |(Ranked 6th) | | |Top Hotels in Asia for Service |Travel + Leisure, World’s Best Service Awards, Readers’ Survey 2009 | |(Ranked 3rd) | | |Top 100 Hotels in Asia |Condé Nast Traveler, USA, Readers’ Choice Awards 2009 | |(Ranked 4th) | | |Top 100 Hotels in the World |Condé Nast Traveler, USA, Readers’ Choice Awards 2009 | |(Ranked 21st) | | |Top 10 Luxury Hotels in India |TripAdvisor, Travelers’ Choice Awards 2010 | |(Ranked 3rd) | | |Top 15 Resorts in Asia |Travel + Leisure, World's Best Awards, Readers' Survey 2009 | |(Ranked 5th) |
| |Amongst Top 100 Hotels in the World |Travel + Leisure, World's Best Awards, Readers' Survey 2009 | |Best Hotels and Resorts in the World |Forbes Traveler 400, The World’s Best Hotels and Resorts 2009 | |Top 50 Hotels in Asia |Travel + Leisure, World’s Best Awards, Readers’ Survey 2008 | |(Ranked 3rd) | | |Top 100 Hotels in the World |Travel + Leisure, World’s Best Awards, Readers’ Survey 2008 | |(Ranked 6th) | | |Top 100 Hotels in Asia |Condé Nast Traveler, USA, Readers’ Choice Awards 2008 | |(Ranked 2nd) | | |Top 100 Hotels in the World |Condé Nast Traveler, USA, Readers’ Choice Awards 2008 | |(Ranked 8th) | | |Best Hotels and Resorts in the World |Forbes Traveler 400, The World’s Best Hotels and Resorts 2008 | |Top 10 Luxury Hotels in India |TripAdvisor, Travelers’ Choice Awards 2009 | |(Ranked 4th) | | |Top 100 Hotels in the World |Travel + Leisure, World’s Best Awards, Readers’ Survey 2007 | |(Ranked 10th) | | |Top 10 Hotels in the World |Condé Nast Traveler, USA, Readers’ Choice Awards 2007 | |(Ranked 6th) | | |Best Leisure Hotels in Asia and the Indian Subcontinent |Condé Nast Traveler, UK, Readers’ Travel Awards 2008 | |(Ranked 19th) |
| |Best Hotels in the World for Location: Amongst those with |Condé Nast Traveler, USA, Gold List 2008 | |score of 100 | | |The World’s Best Hotels |Travel + Leisure, T+L 500, 2007 | |Best Hotels in the World |Condé Nast Traveler, USA, Gold List 2007 |
In the overall observation I have found that the main purpose of the hospitality and tourism industry is entertainment and satisfaction of the customer. Oberoi Hotel is using swot analysis to run have defining the strength, weakness, opportunities which identifying the internal and external threats and professional housekeeper, teamwork and leadership are the strength point of Oberoi Hotel. Oberoi Hotel always offering a range of facilities and business services like as internet, fax machine.
I have found that the managing risk of the Oberoi Hotel refers both internal and external risk including Training, Evaluating, delegating etc. In the end of all we can say that Oberoi Hotel is one of the best hotel in the world due to their Location, Facilities and Business services.
Read more: http://www.ukessays.com/essays/tourism/public-relations-of-the-oberoi-hotel-mumbai-tourism-essay.php#ixzz2fA8apY6k
Researching with Purpose: Objectives and Background of the Study. (2016, Mar 31). Retrieved from https://studymoose.com/oberoi-hotel-essay
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