Customer Service for Hotels: An Interview with General Manager, Ramada Hotel Ajman
5 years ago by

Mr. Iftikhar Hamdani, General Manager at Ramada Hotel & Suites Ajman talks about the significance of customer service in the hotel industry, emphasizes on staff training and suggests strategies for ensuring customer loyalty.

What are some of the key factors you keep in mind while training your hotel staff about customer service and customer management?

Iftikhar Hamdani: Dedication and enthusiasm are the key factors that I kept in mind while training our hotel staff. It is very important to keep the staff enthusiastic about the services they have to extend to our guests.

What three strategies would you consider the most important in developing customer loyalty and ensuring a memorable experience?

Iftikhar Hamdani: In order to develop loyalty and to ensure a memorable experience, one of the strategies to consider is to determine what our guest wants.  This means anticipating their needs from the initial stage of encounter.  Not to wait for them to ask but to offer the opportunity of getting ahead on what they need.  Another strategy is to provide consistent service in better ways.  It is important in the hospitality industry to provide a standardized and unwavering service at all times in order to gain the loyalty of the guests.  Third strategy is to keep reward system like loyalty card for the guest to keep them coming back where this accentuates gaining of trust from them.

What are the areas of specialty of your hotel in terms of customer service which sets you apart from your competitors?

Iftikhar Hamdani : The friendly atmosphere provided by our team to each and every guest is the signature attribute at Ramada Hotel & Suites Ajman in terms of being hospitable.  We believe that the guest deserves to experience a memorable and pleasant stay, away from all hassle.  Being amicable with guests makes them feel they are welcome.

Is it important to have a different strategy of service for customers who are looking for a leisure trip as compared to those on business trips?

Iftikhar Hamdani: I don’t think the strategy should be changed for leisure and business guests. Both are guests who need and should be given favorable services during the stay at the hotel.

What unique facilities, discount offers and services does your hotel provide to the customers?

Iftikhar Hamdani: Ramada Hotel & Suites Ajman has facilities which every guest is looking for.  We offer 388 fully furnished luxury rooms of varying sizes with good quality interiors. The rooms are equipped with state of the art amenities, including interactive TV, electronic safe, IDD telephone, voicemail, high-speed Internet access and a host of other premium facilities to enhance our guests’ experience at Ramada.  The hotel also offers sophisticated dining experience with its Orchid Restaurant — an all-day-dining restaurant, R Café — a coffee shop and our 24-hour Room Service offers an extensive menu.  An option of hosting any kind of event either indoor for 600 to 800 people at our Majestic Ballroom or outdoor is also available.  Ramada Hotel & Suites Ajman offers huge parking area and relaxing way to stay with its Shapes Spa & Health Club, an Indoor swimming pool and Private Beach Spa experience.

Every month, Ramada Hotel & Suites Ajman provides a special Food & Beverage promotion with tempting dishes of commendable prices.

What are the future plans of your hotel to further improve the quality of service given to customers?

Iftikhar Hamdani: To continuously conduct trainings for our team in order to provide a consistent and standardized service at all times will not only be the future plan but the firm plan of the hotel throughout the year.

About Ramada Hotel & Suites Ajman

Ramada Hotel & Suites Ajman is located on Sheikh Khalifa Bin Zayed Street, in the center of the main city of Ajman. The luxury 4-star Ramada Hotel & Suites Ajman is operated by R Hotels (a member of R Holding) under a franchise agreement from Wyndham Hotel International and threw its doors open to the public for the very first time on 7th of September 2008.


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