PROJECT PROPOSAL

Improving Customer Management in Hotel @ TBR

Introduction

Teluk Batik Resorts is paying attention to improving the efficiency and effectiveness of service delivery by focusing to customer service . Improving the delivery system services not only focused on the improvement of the system and processes only, but due attention should also be given to aspect of improving relations between the organization and customers. Customer Relationship Management is introduced to improve ties organizational relationships and thus meet the needs of customers and increasing customer expectations . Relationship Management Customer is a holistic approach to service through interaction management and efficient communication between organizations and customers .This approach focuses on the delivery of services based on customer needs where the customer is treated as a individuals rather than as a component in the delivery process services . Customer involvement will also be considered in designing services so that the services offered to meet the needsand impress them .Management Customer Relationship A holistic approach to offer services can meet the needs and customer expectations through management interaction and communication efficient between organization and customers.

Background
Teluk Batik Resort. One of the best west coast Hotel & Resorts is everything you've imagined a dream holiday to be. Situated in Lumut, about 3 hours drive from KL and an hour from Ipoh, with its clear, golden sandy beaches and surrounding hills and forest reserves, its a perfect getaway for holiday makers, family day outings, seminars etc. With 300 rooms offering a fusion of traditional charm and modern luxury with stunning views, the Teluk Batik Resort is in short a luxurious abode in a natural paradise. The Resort is designed with a concept for events and activities e.g meetings, seminars, team building, leisure and holidays. Its peacefulness, quietness, freshness and clean air is a perfect retreat for those seeking for nature tranquility and relaxation.

Background
Customer Relationship Management is the efficient and effective will be service delivery that is responsive to the needs of and customer needs. Standard services offered to customers as far as possible should be of high value to exceed customer expectations in line with the approach Delighting the customer. Customer service is a cornerstone of the approach Delighting the customer is meeting the quality characteristics in three categories, physical, and emotional delivery.

Problem Statement