Intercontinental Hanoi Westlake Case Study

Introduction

In recent years, tourism development led to the demand for increased storage. To meet the needs of a wide range of property and construction upgrades that visitors created plenty of choices of short-term residence for themselves…The development of the economy makes human life increasingly high. They are willing to overlook those products and services with cheap but poor quality to choose the products and services of high quality despite high prices, the mordern point of distinction and create the impression that the main attraction of quality customer service. Attention to service quality and continuously improving service quality is an essential issue, especially in the period of Vietnam's tourism integration in world tourism

and reaffirm their request and notify the customer in advance the hotel 48 hours before arrivals. If InterContinental Hanoi Westlake does not have the ability to respond well to inform the customer know.

Step 3: Reaffirm their requirements, identify needs. In the case of the customer confirmed that visitors are not coming after 48 hours will be fined as prescribed, the penalty of the hotel is: after 24 lost half of room’s fee, customer do not notice, 100% penalty the first night of room’s fee.

While paying guests, the cashiering should be very careful when calculating the total amount of consumer spending. The staff of cashiering should print out the invoice clearly listing the date, spending customer services to avoid suspicion questions for visitors to see the true expenditure is reasonable. Receptionist needed more understanding of payment by check, credit cards, vouchers ... recognize the card samples to avoid false samples collected. Should be checked carefully, in full compliance with the steps before