Hms Host Customer Service Human Essay

Length: 5 pages Sources: 4 Subject: Business Type: Essay Paper: #68315426 Related Topics: Burger King, Feedback Loops, Customer Expectations, Hospitality Industry
Excerpt from Essay :

The reinforcement power of this feedback loop strengthens the customer service culture to the point where it has become for HMS Host a source of competitive advantage.

Another way in which HMSHost develops its customer service expertise is through its partnerships. The company utilizes these partnerships to institute a two-way transfer of a wide range of competencies, including technology, logistics and training (QSR Magazine, 2002). These partnerships allow partners like Starbucks and Burger King to contribute their own strong customer service values to HMS managers, who can in turn transfer this knowledge throughout the organization. This infusion of creativity allows for a wider range of ideas and best practices to be introduced into the organization, thereby enhancing organizational learning. The same occurred when HMSHost was taken over by Autogrill -- the parent company was able to influence customer service standards and bring in new ideas with regards to enhancing the customer service function.

Assessment and Recommendations. For the most part, HMSHost is able to live up to its standards. This is evidenced by the firm's profitability, its ability to win new contracts, and its ability to win customer service awards. There is little evidence available to indicate that HMSHost is having difficulty meeting and maintaining its high customer service standards.

This success, however, does not mean that there is not room for improvement. There are several steps that the company can take in order to improve its customer service function. One step is through the improved use of benchmarking. Currently, the company only benchmarks its service against its own standards. Customers, however, do not take this approach. A firm in the airline industry, Etihad, has revolutionized the concept of benchmarking in its corner of the hospitality industry by benchmarking not against itself or against other airlines, but against all hospitality firms, including luxury hotels and restaurants. This has...

...

The most direct benchmarking corollaries for HMSHost would be airlines -- including Etihad -- since HMSHost customers are traveling on airlines. Another direct benchmark would be food service operations -- all restaurants not just in the casual and fast food sectors. Customers have experience with all types of restaurant and retail experiences and will mentally benchmark HMSHost operations against those experiences. The company, therefore, can improve its customer service function through enhanced benchmarking, by expanding the firms against which it benchmarks its customer service.

Another way for HMSHost to improve its customer service function is to reduce its employee turnover rates. The company is not subject to abnormal rates for the industry, but the food service industry is noted for high turnover rates. New employees often have a lower capability to implement stringent customer service standards than do experienced employees. By reducing turnover, HMSHost has the opportunity to increase the amount of training each employee receives. In addition, the steps taken to reduce turnover would increase employee satisfaction, since there is a correlation between the two. By improving employee satisfaction, the company would improve customer service because satisfied employees are more likely to deliver a higher standard of service than employees who are dissatisfied.

HMSHost has enjoyed tremendous success in part because of its strong customer service orientation. This focus is backed up by a number of different, formalized systems within the company, including written customer service standards to which the company's associates are expected to adhere. In addition, HMS Host engages in active learning, in particular through its relationships with delivery partners like Burger King and Starbucks. Despite its successes in customer service, HMSHost could still improve by expanding its benchmarking program and by reducing turnover.

Works Cited:

HMS Host website. Various pages. (2010). Retrieved March 13, 2010 from http://www.hmshost.com

No author. (2010). Host/Hostess. Simply Hired. Retrieved March 13, 2010 from http://www.simplyhired.com/job-id/jv4ritjh67/host-hostess-jobs/

QSR Magazine. (2002). HMSHost and Burger King improve efficiency with a two-phase kitchen upgrade. QSR Magazine. Retrieved March 13, 2010 from http://www.qsrmagazine.com/articles/news/story.phtml?id=3641

Turner, C. (2009). How Etihad's marketing set new global airline standards. UTalkMarketing.com. Retrieved March 13, 2010 from http://www.utalkmarketing.com/Pages/Article.aspx?ArticleID=11214&Title=How_Etihad%27s_marketing_set_new_global_airline_standards

Sources Used in Documents:

Works Cited:

HMS Host website. Various pages. (2010). Retrieved March 13, 2010 from http://www.hmshost.com

No author. (2010). Host/Hostess. Simply Hired. Retrieved March 13, 2010 from http://www.simplyhired.com/job-id/jv4ritjh67/host-hostess-jobs/

QSR Magazine. (2002). HMSHost and Burger King improve efficiency with a two-phase kitchen upgrade. QSR Magazine. Retrieved March 13, 2010 from http://www.qsrmagazine.com/articles/news/story.phtml?id=3641

Turner, C. (2009). How Etihad's marketing set new global airline standards. UTalkMarketing.com. Retrieved March 13, 2010 from http://www.utalkmarketing.com/Pages/Article.aspx?ArticleID=11214&Title=How_Etihad%27s_marketing_set_new_global_airline_standards


Cite this Document:

"Hms Host Customer Service Human" (2010, March 13) Retrieved August 1, 2021, from
https://www.paperdue.com/essay/hms-host-customer-service-human-568

"Hms Host Customer Service Human" 13 March 2010. Web.1 August. 2021. <
https://www.paperdue.com/essay/hms-host-customer-service-human-568>

"Hms Host Customer Service Human", 13 March 2010, Accessed.1 August. 2021,
https://www.paperdue.com/essay/hms-host-customer-service-human-568

Related Documents
Human Resources Management HRM Analysis
Words: 3167 Length: 8 Pages Topic: Business - Management Paper #: 92810220

Human Resource Management Analysis - Case study of ASDA PLC Management of human resource or "people working in an organization" is the most acute problem that faces managers nowadays. Today, it is no doubt that this is the leading cause of worries that nearly every other organization has to contend with. When the effects of organizational culture and structure; or group, or an individual are considered in light of the performance

Merger and Acquisition M&a Activity.
Words: 1530 Length: 5 Pages Topic: Business Paper #: 18746216

Vedanta believed that the company overall was undervalued; Hewitt was trying to avoid the loss of a major segment of business. Overall, merger and acquisition activity has been relatively slow in recent years. However, firms are still trying to find ways to defend their position (GM, Hewitt) and other firms are attempting to creatively extract new value through their transactions (Exxon, a-B/InBev, Vedanta). As long as there are shifting environmental

Does the Fisher, Ury Model Work
Words: 29882 Length: 120 Pages Topic: Business Paper #: 38724917

Negotiation Skills A High Impact Negotiations Model: An Answer to the Limitations of the Fisher, Ury Model of Principled Negotiations This study aims to discover the ways in which blocked negotiations can be overcome by testing the Fisher, Ury model of principled negotiation against one of the researcher's own devising, crafted after studying thousands of negotiation trainees from over 100 multinational corporations on 5 continents. It attempts to discern universal applications of

British Cannabis Policy Reform
Words: 11793 Length: 37 Pages Topic: Sports Paper #: 41229071

Cannabis in the UK: De-Penalisation, Decriminalisation, or Legalisation? In October of 2015, the Parliament of the United Kingdom was forced to debate whether the current prohibition on cannabis should end in some way. "Forced" is the correct word here, because Parliament seems otherwise unwilling to address the issue, but in this case it was obliged by its own policy, whereby any petition signed by at least one hundred thousand people must