Manage feedback from customers of hospitality services

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Contents
Introduction:...............................................................................................................................3

Task 1: Professional Discussion of the activity of the organization....................................3

Task 2: Questionnaire of the new menu product from customer.........................................4

Task 3: Product questionnaire for the employee of the organization...................................5

Task 4: Professional discussion in relation to how I will analyse the feedback from staff and
customers....................................................................................................................................7

Task 5: Product Feedback analysis............................................................................................7

Task 6: Report of the analysed data.....................................................................................9

Task 7: Witness Testimony...............................................................................................10

Task 8: Product action plan for the new menu..................................................................10

Task 9: Questioning how I understand the organisational feedback system and policy improve
processes and staff performance..............................................................................................11

Task 10: Report to the management.........................................................................................13

Task 11: Questioning of the data collection process................................................................14

Task 12: Professional Discussion on the legal perspective of feedback management............15

Task 13: Report of the importance...........................................................................................15

Conclusion:..............................................................................................................................15

References:...............................................................................................................................16
 Manage feedback from customers of hospitality services

Introduction: In the hospitality industry, customers are the main contributor for the
organization to gather more value and to expand the organization. For this reason customer
relationship management plays a vital role and customers always want new product and
service to be served. Managers have to collect feedback from them and by analysing
information managers can take proper decision to make their customers more delighted. In
the assignment I will try to discuss all the aspects of managing feedback from customers as
well as the employees. Our organization largely depends on the improvement of the
collecting feedback and proper utilization of that feedback that will add value to the services
of the organization.

Task 1: Professional Discussion of the activity of the organization

Collecting feedback is one of the main activities for developing the service and product of the
organization. It includes the distribution of the information about the particular products or
the services and the company. To improve sale and profits of the following services of the
company, its management has to inform to customers to provide their feedback to give better
service.

Why is this important to Business?

Managing feedback is very important task for every company. Without the feedback
management, no companies can know the opinion of their new products or the services of the
customers who are the main focal point of our company. Our company gives much
importance on collecting feedback (Bearden & Teel, 1989). Proper management of feedback
is the entrance point of the success of the following company.

Why is this important to customers?

Customers are the king of the market of the any products or the services. The importance of
the management of the feedback has great importance for the customers. The customer may
have the great chance for providing the opinion and advice of the new and quality products of
the market. The customers know the pros and cons of the products and services and on the
basis of their feedback organization can provide better product.

What is your Feedback Question?

In our feedback management, we have to set some feedback question to continue our task.
The company has some lacking in their product and service (Briedenhann & Wickens, 2004).
So we have special focus on the product and service of the company.

1. Is feedback management can help to increase the satisfaction level of the customer?

2. How do psychological factors influence the feedback activities?

3. Is environment factor important for the customer satisfaction?

4. What is the best path to satisfy the customers to make sure their satisfaction?

5. How management supports are necessary for the feedback management?

Task 2: Questionnaire of the new menu product from customer

To collect information from the customer they should be provided a questionnaire to give
their feedback after enjoying the service of under new menu. Here is given questionnaire for
the customer:

1. Do you happy with the service of the organization?

 Strongly Agree (5)
 Agree (4)
 Neutral(3)
 Not Agree (2)
 Strongly Disagree (1)

2. Does the organization provide you amazing environment?

 Strongly Agree (5)

 Agree (4
 Neutral(3)
 Not Agree (2)
 Strongly Disagree (1)

3 Do you think more product should be provided by the company to accomplish the
desire?

 Strongly Agree (5)

 Agree (4)
 Neutral (3)
  Not Agree (2)
 Strongly Disagree (1)

4 Do you think the organization will provide better service in future?

 Strongly Agree (5)

 Agree (4)
 Neutral (3)
 Not Agree (2)
 Strongly Disagree (1)

5 Do you feel secure and reliable with the new menu of the organization?

 Strongly Agree (5)

 Agree (4)
 Neutral (3)
 Not Agree (2)
 Strongly Disagree (1)

6 Does the price is logical here?

 Strongly Agree (5)

 Agree (4)
 Neutral(3)
 Not Agree (2)
 Strongly Disagree (1)
7 What do you like and dislike most about the new menu? Write down your
opinion.

…………………………………………………………………………………………………
…………………………………………………………………………………………………
………………………………………………………..…………………….

Task 3: Product questionnaire for the employee of the organization

Beside the customers of the organizations employee’s feedback also important as they serve
in the field and they can provide important information and valuable opinion to add value to
the organization. The questionnaire of the employee is given below:
1. Do you feel secure and reliable to work here?
a. Strongly Agree (5)
b. Agree (4)
c. Neutral (3)
d. Not Agree (2)
e. Strongly Disagree (1)
2. Do you get a co-ordinating environment to give your service?
a. Strongly Agree (5)
b. Agree (4)
c. Neutral (3)
d. Not Agree (2)
e. Strongly Disagree (1)
3. Do you satisfied with current managerial system of the organization?
a. Strongly Agree (5)
b. Agree (4)
c. Neutral(3)
d. Not Agree (2)
e. Strongly Disagree (1)
4. Do your superiors help always when you fall in difficulty?
a. Strongly Agree (5)
b. Agree (4)
c. Neutral(3)
d. Not Agree (2)
e. Strongly Disagree (1)
5. Do you think their managerial approach very helpful for the tourists?
□ Yes □ No

6. Do you think new menu can satisfied the customers?

a. Strongly Agree (5)

b. Agree (4)
 c. Neutral(3)
d. Not Agree (2)
e. Strongly Disagree (1)

Task 4: Professional discussion in relation to how I will analyse the feedback from staff
and customers
From the process of colleting feedback process we basically get primary data. The primary
data is the data that we gather ourselves through methods of the investigation in the field. It
makes two forms such as the quantitative data which measurements of specific item and the
qualitative approach data with the observations that we make the environmental scores those
are likely to be subjective. Primary data are in the raw form. Management do not has much
time to go through all the data (Carmines & Zeller, 1979). Basically they have time perceive
the processed data that turn into information. For this feedback management have to give a
form of the data and those data should be analysed with different way. On the basis of the
information management can easily take their decision to improve the quality of the product
and service. For measuring the primary data from the client’s feedback of the organization,
we follow the following frequency distribution and the solution through the Microsoft Excel.

Task 5: Product Feedback analysis

We arranged assumed data into frequency distribution table.

48 49 53 53 38 47 16 56
34 29 16 32 50 33 43 11
52 22 35 24 35 18 34 31
32 36 51 38 48 33 57 30
Frequency table (solved using Excel):

Class Scores Frequency

Interval
5 48 0
10 49 0
15 53 1
20 53 3
25 38 2
30 47 2
35 16 9
40 56 3
45 34 1
50 29 5
55 16 4
60 32 2
50
33
43
11
52
22
35
24
35
18
34
31
32
36
51
38
48
33
57
30
Task 6: Report of the analysed data
Mean, Variance and Standard Deviation (using Excel):

Mean (AVG)
37.

Variance (VAR)
159.9355

Standard
Deviation
(STDEV.P)
12.64656
From the given scenario, we got the mean or the average of the scores is 37.00, Variance is
159.94 and the Standard Deviation is 12.65. This point outs that the scores of the promotion
effort satisfactory for the new menu.

Task 7: Witness Testimony

The outcome of the improvement of the promotional activity in the organization is the
awesome. It is the crucial point of the research project is to measure the outcome. At first the
company has to increases the service quality of them by lean project delivery process and
increasing the quality of the design and also increases the clarity of the design (Kothari,
2004). Then the organization has to decrease the cost of the service to promote the promotion
of the new menu. The cost of the target value should be decreased and the design process is
must be appropriate and should conform the standard of the service. Along with the cost, the
target value of the design effectiveness should be increased for the Improvement of
promotion in the organization. Then this should be continuing for the further process of the
following company. The company should maintain the schedule through the latency of the
critical issues of the following company, then the reliable promising is needed for the
company and then the plan failure trends are required for the Improvement of promotion in
organization. Management maintain the organization by the leadership effectiveness and the
innovation utilization and with the meeting effectiveness or the efficiency. Finally the
outcome of the research project of improvement of promotion of new menu in organization is
the client satisfaction. The client satisfaction is achieved by the quality of the management,
by the quality of work, by the aligning of the mutual priorities, by the efficiency of the
resolving the issues and by the transparent exchange of the information, then by the
responsiveness to the client concerns and by the mutual trust and confidence.

The main outcome of the company is to increase the sale of the new menu. Through the
promotional activity the organization can improve their profit of their annual profits and the
annual financial statements. We believe that the most valuable outcome of the company is the
enlarging share profit for the stakeholders.

Task 8: Product action plan for the new menu

The feedback management for the new menu are comprised of some subunits that have the
little use as a stand-alone unit and yet become useful when put together, that are called the
life cycle as management have complete the tasks one by one. After completing the feedback
management task organization effectively attract customers with the new menu. It also
creates the capability to perform the service such as business functions supporting production
or distribution. Product action plan develops knowledge that can be used to determine
whether or not a trend is present or a new process will benefit the company for the new menu
of product. The action plan of every product is almost same though activity can be different.

Basically the product action plans have the three objectives such as the performance, the time
and the cost. On the others point, the expectations of the clients are not an additional target
but an inherent part of the product action plan specifications. On the basis of the action plan
employees can perform their activities through a guideline and they will get the signal of their
imitation and they work to overcome their problems. This will minimize the cycle time and
the serving time of the product to the customers. The project life cycle stages include the
following: such as the feasibility study, project planning, requirements and the specification,
development, implementation and the operation and the maintenance. The Gantt chart for the
planning process of the entire product action is in the below:

Formulate proposal by 29 August

Prepared New Menu 5 September
Complete fieldwork to collect feedback by 20 September
Complete analysis of the feedback by 5 October
Provide presentation on 15 October
Complete final report of the feedback 3 November
Task 9: Questioning how I understand the organisational feedback system and policy
improve processes and staff performance.

SL No Question Answer
1. How would you With conducting the Feedback manager of the company
explain your I have identified the problems of the new menu of the
organisation’s policy, company. We also determined the possible opportunity
of the existing promotional function of the new menu of
procedures and systems
the company. Then we have determined the possible
for obtaining customer solution to achieve the research objective of us.
feedback? The components of the research strategy of the
improvement of the promotional activity are combining
with the elements of the market research to finding out
about the consumers and the market, then we determine
the product or service what the company offer the
consumers, then the pricing how much we change, then
the promotion activities which combine the special
offers and consumer tracking combine with finding out
about product sales and customer views about the
company’s services.
The data collection method is diversified in our
feedback management. Data will be primary in the
feedback management. The primary data collected from
the stakeholders mainly the clients and the employees of
the company through questionnaire. After collecting the
primary data, we have to analyse data.
2. In what ways can your Our research is clearly going ahead in the direction of
organisation maximise the improvement of the promotional activity of the by
the use of feedback to properly managing feedback so management can take
right decision. We have to determine the appropriate
improve working
techniques for the promotional function and we have to
processes and staff analyse the potentiality of those techniques. With the
performance? result of the evaluation, the research team will show the
implementation and also show the alternatives solution
for the problem. Then we hope that the research will
achieve the expected outcome through the company.
Our research approach is begin with the define problem
with the set research objectives and identify the possible
feedback actions (Malhotra, 2008), then we develop the
feedback collection plan with specify the constraints,
identify the data needed for the marketing actions and
determine how to collect the data, then we collect
relevant information to obtain the primary data and use
the information technology and data mining, then we
develop the findings to analyse the data and presents the
findings and finally we take marketing actions to make
the action recommendation and implement action and
evaluate results. Those are the research approach of
mine (Kasturirangan, Krishnan & Riger, 2004).
Task 10: Report to the management
To do the feedback evaluation properly we try to generate some proper questions and at the
end I try to get the answers of those questions:

1. What would we like to attain?

In the research of the new menu at first we try identify our attain point of the menu. Here we
have identified that attracting more customers by promoting marketing policy. And the
problems associate with the marketing policy (Tesch, Kloppenborg & Frolick, 2007).

2. Does the role of the group steer the project?

In the group of our research project we divide the whole task and everyone has their own
responsibility to perform their own portion.

3. Who would protocol the plan?

In the project of collecting feedback everyone knew their duty but we select the group leader
to manage the research evaluation process properly.

4. Who and how should feedback be evaluated?

In the evaluation process we have to evaluate the collected date to evaluate its accuracy. We
analyse feedback whether it is comparable or not. We try to decrease feedback collection
error of the field worker.

5. Who and which processes feedback should be obtained?

We also evaluate who are related with the feedback collection process and their responsibility
at the time of feedback collection and the process of the feedback collection and from where
they the feedback and on the basis of it we can evaluate the error possibility.

6. What is the time frame structure?

At the end of the evaluation process we evaluate the required time needed to collect feedback.
For this we set standard then we evaluate the time. Opinion of customers should be collected
properly on the given time.
Task 11: Questioning of the data collection process

SL No Question Answer
1 What is qualitative The qualitative feedback develops an initial understanding of
feedback? how the customers perceive the product category of any
organization. In the qualitative feedback customers express
their ideas and feelings about their product. Though this type
of feedback is not absolute, it give the trends of the market.

2 What is The quantitative feedback recommends a final course of

quantitative action on which service and product they are provided to
feedback? their customer in a numerical value. And it can be measured
a numerical result from the value. It give an absolute value of
the market and the customers.

3 How are they used Through the qualitative feedback organization will get the
in the analysis perceptions about their products and services from different
stage? groups and categories of people. They provide information
needed to design a quantitative product testing. Management
can explore the different creative solutions to positions and
advertise the product.
They identify the evidence regarding cause and effect
relationships between different factors relevant to the product
and purchase behavior through quantitative feedback. The
quantitative feedback tests the specific hypothesis about their
services. They also identify the size market segments. This
research also describes the characteristics of relevant
customer segments.

Task 12: Professional Discussion on the legal perspective of feedback management

Include a note of any ethical issues raised by your particular feedback and how you propose
to handle them.

1. The data collected from the different people are to be stored in the safe and secured
space.
2. The data collected for the academic purpose. Those data are unsecured in the
conditions who are giving the questionnaire answer in the statistical analysis for the
new menu.
3. We have to analyse the data of the clients we are in neutral position with the effective
solution.
 4. We have to know about the client for the well analysis of the promotional activity of
the following company to increase service quality.
5. Feedback is collected with the free consent of the customer.
6. Customer can take any legal action when their personal information is disclosed.
7. Organization can publish or hand over the collected by taking consent of the
customer.
8. Organization can publish their own information but they cannot disclose name of the
customer.
9. Organization cannot use the information for any illegal purpose and they cannot take
extra benefit and they cannot sell the information and customer can take legal action if
any types of things happen.

Task 13: Report of the importance

Once we have the good sources and have a general sense of how the experts see our topic,
formulating a question will help to direct further research (Silverman, 2013). A general sense
of the discussion in field is not the same as knowing the subject. To know the something, we
have to approach it critically, questioning it until we have mulled it over on all sides,
examined all its parts so we have a picture of the whole of the mind. Formulating a good
research question to guide our research and writing is the best way to ensure us testing an
objective inquiry, rather than just trying to support a claim that reflects what us want to be
true (Booth & others, 2003). An open ended question, no less, allows for new findings to
direct the answer, instead of starting with a conclusion and fitting the evidence to these ends.

Conclusion:
With the above discussion, we understand that the hospitality management is one of the
crucial issues for the organization especially for the tourism based company. It’s very
significant to say that the organization may go to the profitable position with the best
feedback management of the hospitality. So any way and with the finding from the feedback,
the organization should enhance their hospitality in their functioning.
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