Unit 4: Customer Service in Travel & Tourism
Principles of Customer Service
The Rotunda
The company's name that I'm going to be talking about is the Rotunda. The rotundas interior was very elegant looking. The staff were dressed smartly and presentable and spoke very formally. Just through the automatic doors there is a desk full of information leaflets, maps and various other materials. There is a member of staff on the desk who is there for any enquiries that the customers have.
The promotional material that the Rotunda use is mainly Social Media. They have their own Facebook page 'www.facebook.com/stayingcool' they also have a twitter page '@staying_cool'. They also have a trip advisor page which helps promote them. The Rotundas main focus is not to advertise. One of their mission aims is to give guests privacy. Unlike other Accommodation companies that send out emails and advertise on television, the rotunda uses the ‘word of mouth’ approach from people that have used their facilities. '35% of our new business comes via word of mouth, so it's incredibly important to us that our guests have a great stay.' (http://www.stayingcool.com/complaints/) Organisational Efficiency The Rotunda had a very clean, straight, plain but modern interior. Everything is very straight forward. There are double doors. The rotunda have their own strict policies and procedures to keep the running if the establishment under control. They tend to use technology rather than being paper based. All bookings are made online, normally by using debit/credit card. Products and services offered
Complimentary bottle of champagne and a complimentary full English breakfast. Apartments come in four sizes - studios, one beds, two beds and two-bed penthouses. Huge French windows, that open fully, magnificent views. The facilities actually available in the apartments include; king size beds (with mattresses that are pocket sprung with memory foam), Poggenpohl kitchens, bathrooms, Apple computers, Gaggia or Francis Francis espresso makers and iPod docks. Also they offer complimentary upgrades to guests who book directly with them. Meeting the needs of a Business individual
'Book both Friday and Saturday nights and stay on Sunday night for 50% off' this would be good for a business man that needs to stay in Birmingham for a while. Also, being a self-serviced apartment, most customers book a night’s stay and expect privacy which is exactly what they get and with flexible check in and check out times, it doesn't matter if there happens to be transport delays. They are conveniently located next to Birmingham's main train stations 'New Street' and 'Moor Street' also a lot of business conferences and conventions are held in the ICC and NEC which is of ease to get to. Also there is complimentary Wi-Fi, the apartments have plenty of space and usefull facilities such as free Wi-Fi, free Skype, Apple computers, that will help with conference calls etc. As well as that, there is a space lounge room to host meetings, a work desk, a complimentary UK mobile phone and loads of plug sockets for the discretion of the business customer. They also provide heavily discounted car parking which will help if the customer on business is stopping for a long period of time.
Ways to improve meeting the needs of business individuals
I think one way they can improve meeting the needs of business individuals by proving discounts for a longer stay. I think they could all benefit in turning one of their apartments into a conference room.
Meeting the needs of families
The rotunda offer a 'Home from home experience.' A family can eat in if they don't want to go out because if the fully equipped kitchen and dining area which can be a cheaper alternative. There is a complimentary maid service which can be good for parents of young children that want a break from home duties. Some facilities include the Apple Mac, free Wi-Fi a Sky TV, a
