Assessment of Customer Services in Northpointe Residences: Basis for Enhancement of Customer Satisfaction

Vol.4, No.1

Abstract

Proper customer service means any services, products, and further benefits being provided
as part of a proper service package, including daily housekeeping, restaurant, reception,
indoor pool, laundry services, or in respect of the event. Effective, trustworthy, and reasonably
priced customer service accelerates economic growth for any local business that would be
developing in the hotel sector; most customer service is interpersonal on a face-to-face basis.
It is all about good manners, a helpful attitude and a welcoming smile at reception, swift and
efficient service at mealtimes, plus a positive and efficient reaction when something goes
wrong. Making an effort to provide good customer service in the first place is important.

The result of the survey revealed that most of our respondents are aged 24 – 26 years old; in
addition to that, most of them are female respondents. The researcher obtained that regarding
the basis for enhancement of customer satisfaction and customer services. The study
investigates the enhancement of customer service, and the researcher recommends
maintaining the customer service assessment in terms of product, place, promotion, and
price.

The researchers recommend sustaining customer satisfaction in terms of product, quality, and
cleanliness. The staff should focus on the challenges services that guests encounter, such as
long lines at the front desk, high call volume, staffing shortages, slow room turnover, and lack
of complementary. They should know how to avoid these challenges, and staff should also
have the ability to deal with this challenge services when dealing with their guest. Without the
customer, their business would not be possible. Implementing new guidelines can help
improve their services and maintain customer service and customer satisfaction. If the hotel
implements the new guidelines for their business, it will help them boost their profit and have
customer loyalty to their offerings.