Improving Customer Experience at Hotels

The assignment discusses the importance of improving customer experience at hotels. It highlights three key strategies: following up with customers after booking, providing special training to hotel staff, and offering additional services to repeat customers. By implementing these measures, hotels can increase customer satisfaction and loyalty.

ACADEMIC AND
PROFESSIONAL
SKILLS

Table of Contents
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................1
TASK 3............................................................................................................................................2
TASK 4............................................................................................................................................2
REFERENCES................................................................................................................................5

TASK 1
Hello, how are you?
Hope your weekend was good.
Listen I just want to check that everything is fine with your booking.
You want 20 rooms and you can book them from Monday to Friday
Continues for 5 weeks in between the
October and November. Just let me know the dates of your confirm booking.
I need to know about all the details as soon as possible because my boss is
supervising efficiently every detail of this booking.
PS
Your people can check in anytime as long as its 2 o'clock in the
afternoon and you have to let us know in case you‟ are going to be late
after 9 pm. You can just send us an estimated time of arrival to be sure.
You can check out at high noon.
PPS
I also want to know that to which nation your employee belongs.
This information is required just for the record and nothing else.
Thank you.
TASK 2
There are various stages that are involved in writing a proper assignment which are as
follows: Selection of topic, first and foremost thing is to select the topic with which particular is
comfortable with. The topic should be one about which that particular person have some
knowledge and idea about what can be included in the discussion. But there are certain cases in
which lecturer gives the topic and that person have to perform intense research on the topic.
Second step is analysis of the topic, this includes framing important points that can be considered
and should be included in particular assignment. Third step involved is Search for the specific
information regarding selected topic. This includes specific strategy which includes key word
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search, literature and article search to come up with specific information related to particular
selected topic. Next step is evaluation of the available information. After collecting the vital
information there is need to evaluate that information in order to add specific content related to
particular topic. Following this next step is taking notes form the resources. It is necessary to
make sure that all the notes that are added in the content should include all aspects that are
related to main issues and other related issues (Cottrell, 2013).
After this the next step coms to be planning an outline. It necessary to design a specific
outline of the assignment, generally it includes Introduction, Body of the content, Conclusion
and other related information like References, Appendix and Footnotes. Final step involved is
organisation and consolidate. Final part is to effectively organise the whole assignment which
includes all the major part along with their important notes. These are the important stages that
are involved in writing appropriate assignment.
TASK 3
I. CEM is an important tool to oversee and maintain a relation between an organization and
customers (Schmitt, 2013).
II. Experience is a new platform for customers for an emulous and effective nature (Ren and
et.al., 2016).
III. Portfolio relationship is all about add-ons to a customer’s acquisition and benefits to
organizations (Johnston, Clark and Shulver, 2012).
TASK 4
I.
As per the views of author, Smith and Milligan, (2015) “Infectious communication
basically means grabbing the people’s attention”
Infectious communication is a term that is mainly used in marketing of any business.
Gathering the audience for a new product or idea is a better work to do. But with so many
intelligent people and new companies with advanced technology the task of gathering the
attention had become more challenging. The solution that came out for thus problem is to
become quirky.
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As it is well known that those people who develop their own new unique idea get more
attention from the audience. In the todays marketing society this approach of becoming success
is known as infectious communication.
II.
In accordance to author, Wilburn, (2007) “Customer Experience Research Programme a perk for
organisations” The major benefits of customer experience research programme to the
organisations are:
Quantification of customer feedback: In many cases they become fail to satisfy the
customers completely. Thus through collecting customer experience information from a larger
set of people helps in redefining the services by identification of needs of customers.
Broader Audience: There are certain customer experience practitioners who tends to
highlight the benefits of their available program which includes certain changes in the product or
whole service that will provide good benefits to the user.
Increase in product competitiveness: By providing the benefits to the customers through
certain programs tends to increase the product competitiveness.
III.
The three ways to improve the customer experience at the hotels are:
Follow up post booking: The best type of customer service is started before guest arrives
at hotel. After they arrived and reserve their stay by sending the follow up emails form the hotel
service department and asking whether they need something or want to arrange a good dinner or
lunch. This will help in satisfying the customer to a higher level and will help in making their
stay at particular hotel worthy.
Provision of special training to staff: By providing effective training to staff which help
them in anticipating the problems faced by guest and reading the body language of the guest
provides them with information that help in providing guest with special services (Atwal and
Williams, 2017). Along with this staff can also be provide with training that helps in assessing
the mood and interest if guest by having look at their clothes, body language and facial
expression.
Provision of extra customer services to the repeated guest: Once a hotel start getting the
repeated booking from their guest then they should provide them extra services in order to
increase their interest in that particular hotel. In this the hotel staff can provide these customers
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with some fresh check in drinks and with some fresh fruit platter in their room ( So and et.al.,
2016). This will help in encouraging these customers for their continued patronage in the hotel.
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REFERENCES
Atwal, G. and Williams, A., 2017. Luxury brand marketing–the experience is everything!.
In Advances in Luxury Brand Management (pp. 43-57). Palgrave Macmillan, Cham.
Cottrell, S. 2013. The Study Skills Handbook: 4th Revised edition. Basingstoke. Palgrave
Macmillan.
Johnston, R., Clark, G. and Shulver, M., 2012. Service operations management. Harlow, UK:
Pearson.
Ren, L. and et.al., 2016. Exploring customer experience with budget hotels: Dimensionality and
satisfaction. International Journal of Hospitality Management. 52. pp.13-23.
Schmitt, B.H., 2013. Customer experience management: A revolutionary approach to connecting
with your customers. John Wiley & Sons.
Smith, S. and Milligan, A., 2015. On Purpose: Delivering a Branded Customer Experience
People Love. Kogan Page Publishers.
So, K.K.F. and et.al., 2016. The role of customer engagement in building consumer loyalty to
tourism brands. Journal of Travel Research. 55(1). pp.64-78.
Wilburn, M., 2007. Managing the customer experience: A measurement-based approach. ASQ
Quality Press.
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