Customer service at the Mehfil
Hotel

History of the Mehfil hotel
Mr Arun Handa who is the owner of Mehfil hotel, is a hotel that is located in Southall, It is a small organisation, it first opened
December in 2003, by being a 3 star hotel and also being a 5 star restaurant: Mehfil hotel makes a million pound worth of sales every year.

Size and type of organisation

Policies at the Mehfil hotel
• Customer service policy – the rules that the staff must follow are that complaint should be kept small. Staff should wear uniform, all staff should be trained, all feedback should be given to the manager.
• Complaints policy
• The Mission Statement

processes
• Customer interface face to face
• Reacting to feedback
• Increasing loyalty e.g rewards
• Keeping records –
• Staff training

Processes
• Booking a room
• Booking at the restaurant or banqueting suite
• Speak here about all of the points I explained and use the information on the student shared drive.

Resources
• Staffing
• Experience
• Qualifications
• Finance budget
• Organisation aim is to approach training, within the hotel, which is given in house.

Ways of measuring customer service