GUEST SERVICE MANAGEMENT

Customer Service Assistants

Customer Service Assistants are responsible for answering queries of customers via either email, phone, or face to face. Their major responsibility is to keep current or up-to-date information regarding all products, procedures, and services of the organization. A customer service assistant may work in banks, shops, local government offices, call centres, or energy or insurance company. Usually the role would require you to work a 37 hour, 5 day week, which may include weekend work too. Supermarkets, other out-of-town retail outlets, garages, airports and hotels are often open in the evenings, or in some cases 24 hours a day, so working hours are variable. If you’d prefer part-time work, this is often available. The environment you’ll be working in is usually indoors. Here you’d be expected to sit or stand in one place for lengthy periods, and, in smaller organisations, you could also have to move stock from storerooms to display areas. You’d be expected to wear a uniform, especially in larger organisations, though some may be more casual. This book fulfills the long felt necessity of a text dealing with concepts of this subject. It can also prove to be a worthy companion and guide for the students, users and researchers. CONTENTS: Introduction; Hospitality in Modern World; Management of Guest Services; Scientific Operation in Hotel Management; Place Attachment of Vacation Residents; Guest Services Marketing; Framing a Hospitality Strategy.