Research Paper on:
Hospitality and Customer Care

Unformatted Sample Text from the Research Paper:
creating a customer care program is discussed as are ways in which it can be monitored and maintained on a regular basis. Perhaps most interesting is the fact that  as times change so do customer care aspects; the hospitality industry is one that is constantly undergoing changes and because of this the training and methods employed must be kept  constantly up to date as well. RATIONALE FOR CUSTOMER CARE It is only natural to realize that a customer who is kept happy is probably going to return to  your place of business. Those who are met with service that goes above and beyond the norm, are going to, through word of mouth, send more customers your way.  This is especially true in the customer care that is available through the front office. When the customer deals with the reception area, lobby area, or whoever it  is that the customer first comes in contact with, this is the representation of the entire company, and sets the tone for the rest of the customer experience. It is  most important that the front office experience be a pleasurable and helpful one from the customers point of view. In most cases when staying at a hotel or motel,  it will be the front desk that the customer will call when a problem or need arises. How this is handled could very well determine whether the customer chooses  to maintain a relationship with this particular hotel or not. The front office is of necessity one of the most important in the hospitality industry. ELEMENTS OF CUSTOMER  CARE The basic tenet for any customer care program is that "- the customer defines product attributes" (Ashley & Bach, et al, 74, 1995). According to an in-depth research