A 5 page paper discussing customer service at British travel agency Lunn Poly, followed with a comparison to that of Ritz Carlton Hotels. Though each organization operates within the travel industry, each approaches customer service very differently. Lunn Poly's involvement with travel plans is largely finished once travel begins; Ritz Carlton's involvement is in the active accomplishment of those plans. Each organization serves customers at different points in customers' needs. Bibliography lists 2 sources.

This 5 page paper is written in to parts and is based on a case study of a budget hotel located on the shores of the Caspian Sea. The first part of the paper considers customer behaviour and the influences on how they make the decision to book rooms at the hotel. The second and longest part of the paper outlines a marketing strategy that uses advertising in the press, the sue of direct marketing to existing customers and the setting up of a public relations event to get free publicity and enhance the hotels’ reputation.

An 11 page paper discussing the second service organization, and the first hotel chain, to win the Malcolm Baldrige National Quality Award. Experts in TQM previously would have believed that a hotel chain would not have been able to achieve an atmosphere of total quality and continuous improvement, but Ritz-Carlton has demonstrated that such an achievement is indeed possible. TQM obviously has been achievable at Ritz-Carlton, and in meaningful and lasting ways - employee turnover has dropped to less than 30 percent in an industry where 'normal' is 100 percent, and customer satisfaction perennially remains at 97 percent. In order to continue the trend, however, Ritz-Carlton will need to take extra precaution in ensuring that it does not become complacent with its commitment to quality. Continuous improvement will be the key, a factor apparently recognized already by Ritz-Carlton management and employees alike. Bibliography lists 12 sources.

This 3 page paper looks at how or why go services management is important in attaining customer satisfaction. The paper starts by discussing what is meant by Guest service management, looks at why it is important and compares customer satisfaction with intangible and tangible goods. The paper then considers the way in which satisfaction can be measured. The bibliography cites 5 sources.

This 10 page report discusses information management as applied to the hotel industry and discusses one particular (fictional) hotel and its strategies. As with every other industry, the hotel industry has been radically changed by information technology and its application in terms of guest services ranging from making reservations to ordering room service. Bibliography lists 3 sources.