Improving Customer Experience in Hospitality

This assignment explores the importance of improving customer experience in the hospitality industry. It provides three ways to enhance customer experience: increasing facilities, providing surprises, and enhancing interpersonal skills. The document references various studies and sources, offering practical insights for hotel managers and staff to improve their services and create a better experience for customers.

ACADEMIC
AND
PROFESSIONAL SKILLS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Correct letter...........................................................................................................................1
TASK 2............................................................................................................................................2
An explanation of each stage in the procedure for writing an assignment.............................2
TASK 3............................................................................................................................................2
Summarisation of paragraph...................................................................................................2
Paragraph 1. Funnelling..........................................................................................................2
Paragraph 2. Increasing customer experience........................................................................2
Paragraph 3. Port folio relationship........................................................................................2
TASK 4............................................................................................................................................3
Question 1...............................................................................................................................3
Question 2...............................................................................................................................3
Question 3...............................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
It is important in the professional and academic life to have set of skills that will helps the
individual in their personal growth. Some of the skills that needs to be present with the
individuals are interpersonal skills, communication, strong hold on any particular language. This
report highlights the use of correct English in the corporate life as well as at the time of their
academic career.
TASK 1
Correct letter
From going through the letter it can be found that there are several errors in the letter like
the use of informal words, incorrect spellings, abrupt and invalid punctuations, orderless,
grammar, paragraph structure. Correct letter in this regard is as follows:
To: [e-mail]
From: [e-mail]
Subject: Related to your room booking
Dear Ma'am
This is in the regards of your booking for the Halloween party. I just wanted to check
whether every thing is correct with your booking and is according to the our policies or not. So
you have booked 20 rooms booked for 5 weeks in the month of October and November both.
The dates for your booking is
Months Dates
October 2nd to 6th , 9th to 10th , 17th to 20th , 23rd to 26th
October to November 30th October to 3rd November
November 6th to 13th
I just need to know to confirm as my boss was asking for it. I also want to know that employees
of British petroleum knows about the all the policies related to check-in and check-out. Your
peers can check in anytime after 2'o'clock in the afternoon. And please let us to know that
whether you all are going to be late are if any of your peer is late like after 9pm. You can send
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an email in this regard mentioning the name of the individuals that might belate. The timing for
check out is any time after the high noon. Please send us some of the particulars related to your
employees like which nation they belong to and all the other details that are mentioned on their
passports as it is important for our records.
With regards
Patrick Bateman
Customer Services
Glenmore Hotels
TASK 2
An explanation of each stage in the procedure for writing an assignment
It is important for the individuals to follow the correct structure for writing an
assignment. The very first stage is that there must be an appropriate title assigned to the
assignment. After that appropriate sources needs to chosen. It the next stage it must be ensured
that it must contain the appropriate content as well as it must be in proper way so that flow must
be maintained. It must have two or three paragraphs not more than that. After this stage there
must be referencing from the authenticated sources and must in the Harvard style . After this
stage there must be a proper citation of each reference.
TASK 3
Summarisation of paragraph
Paragraph 1. Funnelling.
Funnelling is a process that is used by company to develop product according to customer need.
Paragraph 2. Increasing customer experience
It is important for firms to increase experience of customer by enhancing product and service
quality.
Paragraph 3. Port folio relationship
Portfolio relationship is important for company since it benefits customers and ensure long term
revenue stream.
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TASK 4
Question 1
Infectious communication refers to the communication that is disruptive or has malicious
content. The channel the is used for the communication is not every time having the useful
content. “It is holy grail of marketing world where consumers actively shares information about
their brand so that positive awareness can be created”. Customers are being influenced by using
personal stories over the traditional communication (Smith and Milligan, 2015). “It is highly
used for the purpose of marketing and are shown using the mediums like TV advertisements, ad
free platforms” (Seabrooke and Nilsson, 2015). This is useful in the era where the
advertisements are becoming an obsolete pas time for many of the customers. “This is highly
used by the firms such as Trip Advisors where they showcase the personal story of their previous
customer and use them for there new advertisement”. This is having higher positive impact on
the minds of potential customers of the company.
Question 2
It has become integral part of the company marketing campaign to enrich the capability
of the customer experience research programme. Over the last few years it can be seen that there
are dozens of company across various industries that has rebranded themselves with one or other
flavour of customer experience companies. “It is an complete transformation to a customer
centric firm” (Smith and Milligan, 2015). It can also be termed as “it is the way of designing
voice of the customer listening program” (Wilburn, M. 2007). In other ways it is said as “Voice
of the customer software” (Seabrooke and Nilsson, 2015). Many researchers have quoted it as
“the training related to customer service representative or way to identify the emotional drives of
experience”
Question 3
There are many ways in which the customer experience within the hospitality industry
can be increased. Among them the three ways are as follows.
First way of improving the customer experience by increasing the number of facilities
that can be given to the customers under the low pricing range (Seabrooke and Nilsson, 2015).
This include the facilities like the music system, swimming pools or play grounds for the people
that are present in the hotel at any time.
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Second way of doing so by providing an extra element that was not promised before. This
kind of surprises from the Hotel side can be highly beneficial for enhancing the customer
experience. Some of the additional service that can be provided by the hotel is a wine or bear
bottle or special fragrance in the room. Some special gifts for couples.
Third and one of the best way is that to enhance the quality of interpersonal skills that
hotel employees have (Cottrell, 2015.). For example improving the ways in which they serve the
service as well as greeting them and providing assistance to customers in their work.
CONCLUSION
From the above base report it can be concluded that it is important for the individual to
have good interpersonal skills it helps them in their academic as well as professional career.
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REFERENCES
Books and Journals
Seabrooke, L. and Nilsson, E.R., 2015. Professional skills in international financial surveillance:
assessing change in IMF policy teams. Governance. 28(2). pp. 237-254.
Cottrell, S., 2015. Skills for success: Personal development and employability. Palgrave
Macmillan.
Online
Smith, S. and Miligan, A. (n.d.). 2015. On purpose. Delivering a Branded Customer Experience
People Love. London: Kogan Page [online] available at:
https://ebookcentral.proquest.com/lib/anglia/reader.action?docID=4012099
Wilburn, M. 2007. Managing the customer experience. Milwaukee, Wis.: ASQ Quality Press.
[online] available at: https://ebookcentral.proquest.com/lib/anglia/reader.action?docID=3002546
Read pp24-33
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