Internal Marketing of hotel industry: In the hotel industry, the employees, who are the internal customers of the company have different positions ranging from the doormen, the bellboy, the receptionist to the chef, the waiter, etc. the basic principle of internal marketing is ‘ every individual in a service organization should recognize that they have customers to serve’. The main thrust in this is that it is not just the customer contact employee who need to concerned about satisfying customer but also all the service employees. In order to ensure that the final consumer receives quality service, every individual employee and every department within the organization must receive and provide a quality service. In fact each functional department should be treated as the customer of another functional department. Further, all employees must be convinced about the quality o the service being provided.
For example, the quality received by an ultimate customer of restaurant will depend upon the quality of the service provided b each individual in the supply chain. The chef needs quality ingredient from the stores and well-trained waiter to give a quality service to the ultimate customer. The following model explains the impact of functional departments quality delivery on the overall quality received by the final customer.
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