Principles of customer service

AC 1.3 - Describe how customer service delivery differs across different mediums

Using a website

An important part of customer service for many tourism organisations involves providing information through a website.


Choose a website for a hotel.  It should not be a hotel near to where you live.

Research the website of the hotel for each of the following sections:

Rooms facilities; Making a reservation; Leisure facilites; Facilities fro customers requiring assistance; Facilities for families; Restaurant; Nearby attractions; Customer reviews.

For each section, write one or two sentences of notes to explain how useful the website has been for customers who might be considering staying at the hotel.

For each section give a score out of 10, with 10 being excellent and 1 being poor.

When you have finished, compare your notes and scores with your classmates.

You can either do this activity using the online writing-frame or by downloading and/or print the document below.