INTRODUCTION
Kampala Sheraton Hotel is an international hotel in Kampala, Uganda. It really is situated on Ternan Avenue in the central section of Kampala. Sheraton Hotel Kampala is area of the Starwood Hotels and Resorts Worldwide Incorporation. Sheraton is located at the heart of Kampala. Sheraton Kampala acts the needs of upscale business and leisure travelers worldwide. For over 75 years this full-service, iconic brand has welcomed guests, becoming a trusted good friend to travelers and one of the world's most recognized hotel brands. It has also stepped into major international market segments all over the world.
What is customer care? The customer health care operates in marketplaces whose likes change as times change. The hospitality industry is greatly influenced by these changes and this means that the customer care must change accordingly. Customer support services at Sheraton Hotel Kampala include reliable services, security, auto parking space, front workplace services, upscale frontiers, elegance, beauty, speed that comes with service delivery, attention to customers, expectation of customer needs, honesty and a good frame of mind towards customers. These services are designed to make customers comfortable, create stories they can ponder about, create satisfaction that may cause them to cover the services and thereby retain the customers. Every business hopes to create and provide but the concern is actually interacting with the motive.
Sheraton Hotel in addition has provided quality services for its customer platform. The hotel has a customer care service insurance policy which caters for customer activities. These insurance policies include exclusive accommodation, reliable and timely delivery of services, hotel guides, security, customer attention, car parking space, 24hour leading table services, and anticipation of customer services. Despite Sheraton Kampala's initiatives to supply the best services to its customers, the hotel has competitors in the hotel industry like Serena. Regrettably, the business can scarcely do much in creating a new market. That is because of the average to low criteria of living of folks in Uganda.
PROCEDURE
The target research population was the clients and personnel of Sheraton Kampala. The analysis involved 75 respondents, 50 which were customers of the hotel and 25 were part of the staff at Sheraton Kampala. Non statistical methods were used including the mother nature of field respondents and other field situations.
A descriptive study was undertaken to be able to look for the characteristics of interest at Sheraton Kampala. The qualitative and quantitative data obtained from both most important and secondary resources was analyzed. The analysis was majorly predicated on customer's views, ideas and preferences in order to make judgments, conclusions and advice. The primary resources of information were received from the staff and the customers of the hotel. The secondary information was purchased from Internet, papers, journals, sales report and invoices.
Questionnaires were given out to the customers in order to seek their opinions, views and tastes. Observation of the clients was conducted to be able to validate that the customers' actions were a lot like their views.
MAIN RESULTS AND FINDINGS
These will be the finding concerning the demographic characteristics of employees at the Sheraton Kampala.
There were more feminine staff respondents than male respondents. This specifically means that females are more appealing in the hotel service industry because of they are simply presumed to be better at customer support in comparison with males.
From the aforementioned illustration, the majority of the personnel are aged between 30 and 39 followed by 20-29, then 40-45 and lastly 50 and above.
From the results above, all the employees are informed and have the ability to react to the questionnaires provided.
The hotel customer care service recruits folks who are old and mature which most are committed.
The only explicable reason behind the view of the results is principally because Christianity dominates as a religion in Uganda.
This means that conclusions can be based on the views of the employees for they have gained a sizeable amount of work experience.
These are studies concerning the customer care strategies employed by Sheraton Kampala.
44% of the employees arranged that tour guides and other services are the best strategies employed by the hotel. 28% of the employees recommended training of the employees. 20% and 8% of the employees advised that determination of the employees and after sales services will be a great strategies. That is so because this might attract customers which results in customer retention and increased sales.
28% of the clients arranged that they work together with the top management to be able to improve customer support for the purposes of customer satisfaction. This is more or less induction training of the employees. 44% of the employees were not sure about if the top management works hand in hand.
One may then conclude that the activities ensure quality of customer support and customer satisfaction.
56% of the clients recognize that for customer support services to be successful, the customer's needs should be at heart in order to achieve customer satisfaction while the others are not sure or carry a different opinion.
These are results concerning customer care services.
A TABLE SHOWING THE Ranking OF AREAS OF CUSTOMER CARE AT SHERATON KAMPALA.
Rating
Clean
Friendly
Helpful
Efficient
Polite and courteous
%
%
%
%
%
Good
60
32
68
60
90
Fair
40
68
28
24
10
Poor
0
0
4
16
0
On critical analysis of the above findings, one can rate the client good care services at Sheraton Kampala as generally good.
A TABLE Teaching THE Score OF CUSTOMER CARE SERVICES AT SHERATON KAMPALA.
Rating
Parking space
Security
Front Office Service
Hotel guides
Customer attention
%
%
%
%
%
Good
90
86
88
36
92
Fair
10
14
12
40
8
Poor
0
0
0
24
0
Regarding these results, it is not any think about why people go to Sheraton Kampala. This is because of these good services despite some imperfections faced in some areas especially with the hotel manuals.
Most of the clients appreciated the services that were offered so the services at Sheraton Kampala are creditable.
ANALYSIS AND Debate.
SWOT analysis is a kind of strategic evaluation that identifies and analyses the key internal talents and weaknesses and external opportunities and risks that will influence future way and success of the business.
Strengths
Weaknesses
Internal
Location of the business
Recruitment of unskilled employees that require training.
Strong brand reputation
Poor services provided by hotel guides
Good customer support policy
Few services offered to customers
Fair management efficiency
High prices incurred for quality services.
Focus on customer satisfaction
Opportunities
Threats
External
Undifferentiated products and services in relation to competitors like Serena
A new competition i. e. Serena Hotel
A new international market
Price wars with competitors
Taxation is increased on the services.
CONCULUSION
From the results, it could be deduced that Sheraton Hotel Kampala has a good performance level especially towards employees. Some of their substantial customer support services include training of employees on customer service handling, problem handling, seeking customer attention, avenues of customer's problems, transportation services and replacement unit. Employee motivation is a stimulant to the growing quantity of customers at Sheraton Kampala. However, training and motivation should be enforced in order to maximize the client health care delivery. From the study findings, the customer care services are generally good as acknowledged by hotel customers. However Sheraton hasn't created an program for customer's grievances that can air out their views on the services provided.
It is also important to notice a significant relationship between customer support delivery and customer satisfaction exists. Both variables are directly proportional to each other. The better the customer care delivery, the improved satisfaction of the client and vice versa.
RECOMMENDATIONS
The hotel should organize and present streamlined hotel courses who tend to be proficient in the hotel. When a several hotel manuals were asked about the hotel, they were only conversant with the eating and resting rooms strategies. That is a limitation to Sheraton Kampala.
The grievances of the customers should be respectable. A customer complaint table should be set up. The hotel will then be more available to external ideas if they handle the ideas.
As the main emphasis of Sheraton Kampala is the client satisfaction. The management of the hotel should entail the clients while designing the client care insurance policies.
The employees of Sheraton should be engaged in the designing of the customer care regulations as their creative imagination will be tapped and more ideas will be sprought up.
AREAS OF FURTHER RESEARCH.
Research should be completed on the staff performance and client satisfaction.
Research should be completed on the impact of customer support services on sales level.
Research should be completed comparing customer care services of other hotels.
