Intercontinental Hotels Customer Service and Customer Expectations

The customer services of Intercontinental Hotels are reviewed in this study. reference is made specifically to the level at which customer services in the specific organization meet customer expectations. the issue of customer service excellence becomes therefore a key element of this study. Intercontinental Hotels are one of the seven brands of Intercontinental Group, an organization that operates in about 100 countries worldwide (Intercontinental Group 2012 About us). the group hosts about 153 million guests annually (Intercontinental Group 2012 About us). Intercontinental Hotels was first established in 1946 (Intercontinental Hotels and Resorts 2012 History). in the decades that followed the firm achieved significant growth becoming the major competitor in the hospitality industry worldwide. Intercontinental Hotels, like the other brands of the Group, has developed many initiatives in order to achieve a customers services excellence. still, there points of the firm’s strategies that should be improved so that customer expectations are fully met, a fact that would lead to the standardization of the firm’s customer services excellence.Intercontinental Hotels is a leading firm in the global hospitality industry. The firm highly emphasizes on the quality of its customer services. in fact, the high quality of the customer services is considered as the key advantage of the organization towards its rival. In 2010, the firm ranked first in Stevie Awards for Sales and Customer Service (The Stevie Awards for Sales and Customer Service 2010). The firm is based on a particular strategy for ensuring the high quality of its customer services: a variety of rewards is provided to the firm’s members, the Priority Club Rewards. also, the firm’s members have the chance to Book with Advantage, to identify and attend a meeting or event developed in the firm’s venues, or to make use of the firm’s Affiliate Programme (Intercontinental Hotels and Resorts 2012 Strategic priorities).