Must include financial data including costs and benefits of customer service.
Outline:
Importance of Customer Service in Hotels
v Full service vs. Select Service differences
Ø Explain different needs
Ø How to fulfil needs of hotel
v Training employees
Ø Making sure staff is knowledgeable and consistent
Ø Quality over quantity
v Added Value
Ø Sale growth
v Ritz Carlton
Ø How their system works
Ø Their focus and success
v Positive Effects on Business
Ø Marriott, other examples
Ø Yelp reviews vs. Personal Experiences
Ø Effects
v Revenue
Ø Charts, graphs showing relationships
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