Protea Hotel Case Study

The staff members of Protea Hotel will do their best to assist the guest in any way possible. Protea Hotel has rules that the staff members must follow so that the guest is satisfied.

Task 2

Improvement to Customer Service

Any tourism company always has something in the company could improve

Suggestion: Protea Hotel needs to update their technology. Protea Hotel still provides a feedback forms that the guest fills in with pen

Improvement: Their Surveys can be upgraded from a paper and pen feedback to a digital feedback through an email or on the Protea Hotel website.

Suggestion: Updating the website regularly in situation such as rates that changes. The guest can get angry if the rates changes without being informed

Improvement: If the rates changes Protea Hotel must change it on the website. The website must be updated for any changes in all departments.

Suggestion: Protea Hotel must by law have designated smoking areas so that the guests does not offend each other.

Improvement: Smoking and non smoking guests must be seated in different areas. It is better this way so that the guest will not offend each

Yes  No 

14) Comment any changes that you would like to see in Protea Hotel: ______________________________________________________________________________________________________________________________________________________

Reverences

Agoda (2005-2014) about the hotel [Online] Available from: http://www.agoda.com/en-za/protea-hotel-nelspruit/hotel/nelspruit-za.html [Accessed: 1 August]

E how (1999-2014) Feedback examples [Online] Available from: http://www.ehow.com/list_7253760_types-customer-feedback.html [Accessed: 1 September 2014]

Interview with Leon Masina (Date Accessed: 22 July 2014)

Kiss Metrics (2014) Different types of feedback [Online] Available from: https://blog.kissmetrics.com/best-ways-to-get-feedback/ [Accessed: 12 August 2014]

Protea Hotel (2013) History About Protea Hotel [Online] http://www.proteahotels.com/pages/about-us.aspx [ Accessed: 7 September]

Siyabona Africa (Not Available) where protea hotel is [Online] Available from: http://mpumalanga.hotelguide.co.za/Mpumalanga_Lowveld_Hotels-travel/mpumalanga-hotel-protea-nelspruit-hotel.html [Accessed: 6 August 2014]

Survey Monkey (1999-2014) Surveys [Online] Available from: https://www.surveymonkey.com/mp/customer-satisfaction-survey-questions/ [Accessed: 25 August