Customer Service Journey and Skills in Travel and Tourism Industry
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This report provides information about each aspect of customer services and how organization can manage multiple aspects for customer satisfaction. Learn about the customer service journey and skills required in the travel and tourism industry. Get insights on different types of customers and their needs, comparison between two organizations, and more.
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TABLE OF CONTENTS INTRODUCTION...........................................................................................................................3 MAIN BODY...................................................................................................................................3 LO1..................................................................................................................................................3 Part 1. Stage of customer service journey....................................................................................3 Part 2. Different mystery shopping in business...........................................................................4 Part 3. Summarizing the hotels industry......................................................................................5 LO2..................................................................................................................................................5 Part 1. Skills require to deal with different customer services situation and behaviours............5 Part 2. Different types of customer and their needs....................................................................6 Part 3. Comparison between two organization............................................................................6 Part 4. Reflection own experience of booking holiday................................................................7 LO3..................................................................................................................................................8 Part 1 Exercise of different travel and tourism situations............................................................8 8. Two role play and written exercise..........................................................................................9 1.Part 2.........................................................................................................................................9 9. Evaluation of own and peer’s performance.............................................................................9 CONCLUSION..............................................................................................................................11 REFERENCES..............................................................................................................................12
*INTRODUCTION Travel and tourisms industries provide services like holiday packages, food, shows different locations, room facilities and many more. Hospitality industries mainly consider providing effective services to their customer because their happiness and their good holidays is all depends on their good quality of services (Kumar and Lata, 2021).Jurys Inn Group Limited is all above hotel industry in UK. It implements multiple strategies for improvement and they implement engagement of employees who have great idea about how to influence people attraction towards with their business. This report provides information about each aspect of customer services and how organization can manage multiple aspects for customer satisfaction. *MAIN BODY *LO1 *Part 1. Stage of customer service journey Jurys Inn Group that could understand about their journey which keep focus towards the stages of sales funnel and make sure about their effective customer. While here are some of the customer journey stages such as: Awareness:- The main phase of client venture is awareness stage where potential client knows that they have need or an issue and they are at present exploring data and effectively searching out responses to effort take care of their concern or need (Marvastiand et.al., 2021). Think about the mindfulness phase of the client venture as customer initial feeling. This is reason mindfulness is significant stage in the purchaser venture.While this could be required for knowing about how customer are being aware about their products and services. Along with this having such things this could be help the customer for easily evaluate about various things. Evaluation and consideration:- This stage where they are complementary item or administration with different activities available. This is place where they are performance value correlations, perusing client audit, looking at contenders, and diving deeper into subtleties item or management to check whether it very well, they have been looking. Realizing that client will contrast with rivals during this stage. Decision:- The third stage in client venture Decision stage whereJurys Inn Groupclient prepared to choose from their choices and make buy (Trabskaiaand Mets,2021). The potential purchaser has
done all examination they should be all around informed on which administration will best meet their needs and which organization they accept will be best fit. It's at this phase of client venture map when customer surveys are significant for their organization.Decision which include about how the what types of products and services, as they are being required to buy and essential things this must be important for them in keeping journey for working about their products. Retention:- It's simpler and multiple times less expensive to hold current client obtain another one. It's difficult to add in enough trust with a possibility to change them into a first time buyer, so whenever acquired their trust and their business, striving to keep up with it. During this stage circling back to customer to get their input on the item or management that they bought from various customer segments. *Part 2. Different mystery shopping in business Mystery shopping has always being popular for theJury hotel.While this could majorly keep the customer experience about their working and keeping them attractive towards some more areas of exploration. With business development happening through the establishment model which weaken control and giving of a human component in managing everything, there emergesneed to directextortiondiscovery reviews(Randhawaand et.al.,2021).Mystery shopping can be very much used to namelessly assess staff decency just as identify monetary fakes. Secret customers set up specific situations or get into a safe place/discussion mode with staff and attempt to assess their stubbornness to moral lead.Our prepared experts visit predefined lodging properties, go through the total registration method, stay and play out the supplementary review situations inciting process or monetary break:-tolerating instalment in real money without create bill to save charge, giving room at lesser rates to couple of hours with no bill, permit late checkout and early listing lieu of money, consenting to give food and drinks to cash (without bill), consenting to give rooms to stroll in visitor for cash lacking making check in section on the included stock administration and charging structure and giving better class room than visitors in light of money (Feltmann,Gripenbergand Elgán,2021).Mystery shopping that could keep high estimation about their growth and make sure for having their method through which they can easily come to know about how the process about booking can be done. mystery shopping that could keep the feedback for their customer and apporparately the Jury hotel is working for their customer for satisfaction. this could also make some better improvement while by taking
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industry with terms of growth and profitability. The company have huge amount of products and service such as, resorts, cafe and restaurant. While through which many of the customer that could get satisfied and make sure for their customer with long term relation. This could also make their business sector to be high and keeping them for working with many concepts for their new customer needs. Greene king, as the company have leading pub retailer and welcome their thousand of customer, hotels, cafe and restaurant. As the organization keep more about the safety for their environment. Through which they wants to make the 78% of increasing sales as year and keep their customer with highly satisfied as for achieving the goals and objective. *Part 4. Reflection own experience of booking holiday I face many challenges when I search best option for my holidays; because in UK country has multiple options of hospitality industries are situated. So I very confused when I search organization for my great holiday. Then I thought that social media platform reviews comments also helpful for perfect identification of organization finding (MERA, MERA and OAED, 2021). I develop research on face book, websites, and other various applications. But the major things is on the basis of recent market social media reviews, comment highly influences my decision about travel and tourism industry selection some people upload good comments as the same time many people provides review with good comments so it makes my decision highly complicated. Primary data: Firstly I prefer collection of data from primary data with the help of technological tool because recently many organization approach and they have social sites for audience booking for holiday and they implement advertising as well. In social media sites they many people upload comments about their employee services, their room services so I analyse that I am not found right and suitable result because of individual reviews and comment are different. Then I decide to select one more option which is I communicate with my friends and they also provide information that this organization is best and their employee behaviour, room services is good. But at the end I analyse and saw one social media page which is face book and I saw one company which name is Jurys Inn Group Limited I analyse and research on this hotel from internet that they have great chain of hotel and multiple type of services they have available so at the end I found best result from social media page. Secondary data: I not consider secondary data collection because I consider it that this data is old and it will not provide me exact and current position and activities of overall organization.
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*LO3 *Part 1 Exercise of different travel and tourism situations. Variousorganizationshastheirdifferentactivitiesand theireffectiveperformance influencebymultipleunwantedaspectandsomeactivitiesinfluencebyperformanceof employee behaviour and their bad way of communication and many more. An in this type of situation people write negative comments on social media site which directly influence their revenues so it highly influence overall business performance (Liu, Chou and Lin, 2021). Different travel and tourism refers to that some organization provides tracking services, only food, only room and only cycling maintaining and many more, So its clear that different travel and tourism organization provide various types of services so their customers are different and their demands are also different. Europando is travel management organization in UK They mainly provide services and consider to arrange holiday packages. So their customers mainly consider that they provide their service in best price of holiday package is reasonable and at good cost not. Complaints: Every time organization consider that complaints it happen when employee not performing well in their given work. Buts its not compulsory that every time mistakes happen by employee, many customer complaints without any reason and manager has to listen and if they not listen overall communication and which things happen between them they directly badly react on employee. So knowledge about this aspect individual has to consider it that employee is not responsible for negative positive comment and reviews. Also, one reason is that employee not behaving properly it influence attraction of people so hospitality industries has to consider and implement training program for their behaviour improvement and their communication with client or customer that how to effective perform when customer take services. Accidents: Unconditional and unwanted situation happens in every place, organization has responsibility to develop mange accidents with application of methods and tools. Its essential to provide information and training to employee about unwanted situation like fire, electronic and many more. So kind of performance directly influence performance of overall business and many customers provide bad comments and reviews on organization website or their social media pages (Walia, Sharma and Mathur, 2021).. Different type of customer and their behaviour
People behaviour and attraction mainly influence by that this organization provide this services extra and they not comparison is one of the biggest threat in travel and tourism industries . Knowledge and idea about these aspect organization has to consider it that they implement different things and engage new things resources, effective employee, great idea and information about customer services and how to provide them happy services which influence customer satisfaction and they provide positive and effective comment about their product and services, so according to changes in market trend and people choice organization they take initiative about client preference. Individual age group of people and their behaviour has different requirement and needs from organization (Li and et.al., 2021). Old people mainly consider peaceful environment they like to spend their holiday with peaceful environmental and they require good food facilities and good environment also they believes that their employees listen their thoughts and provides them exact services. Young people has different choice they require loud sound dance, bar, play area and many more things so its essential that company consider and develop area for these type of area so they engage with their services. 8. Two role play and written exercise Attending a job interview for an advertised job:Proper recruitment activity require written exercise because it provides idea about which things are major essential for questioner round for new employee engagement. Idea about this activity its essential that job giver mainly develop written excise because they have to responsibility to hire right employee. Dealing with a customer complaint:Analysis of client identification that individual customer needs are different completion of overall needs and different needs satisfaction is not easier. So knowledge about this approach its essential to develop written exercise for identification of individual customer needs which is useful for idea development about which things are essential to develop within origination activity. 1.Part 2. *9. Evaluation of own and peer’s performance I was attending job interview for customer dealing exercise analyse they mainly ask questions related to how to develop customer attraction with effective manner and then they implement written form and develop questions what they mainly wanst to ask from my side. So I answer it that I firstly listen their thoughts which thing they want and if I am not capable to
engage product and services which they require I can properly handle this situation, like I communicate and them about their different facilities, fast service sand provide them some possible discount and many more. So I mainly prefer this activity when I complete my interview and my interviews says that I have potential to solve problem of customer which is great term. But when manager provides job then I develop real life experience then I evaluate that so many customers not communicate properly and they will not clearly ask their problems so this consideration is very critical task. Then I decide that I develop politeness and patience in my personality because its essential to develop customer attraction and management of different behaviour. They can easily handle situation with proper application and consideration of their perspectives which makes higher efficiency. Understanding problems, identify essential needs, expansion of security engagement, support their statement, provide response within specific time, addressing feedbacks and comments for identification and them analyse and evaluate statement.Evaluation and identification of multiple aspect its very clear that hospitality industries owner, manager, employees effective services can beneficial to survives in competitive market so they have consider implementation or new resources according to changes in market trends, and people lifestyle trends. On the other hand I also evaluate my colleagues performance also mainly influence by different type of customer and their different preferences. Company mainly provide me one major work to handle customer problem and dealing with effective manner. But I analyse that two employees communicate with very harsh manner which is reduces customer attraction and they not decide to come in future again which is very bad approach customer satisfaction is major term for any type of organization and solution is develop by business salesmen, customer dealer, manager and many more. So company manger decides to implement written form that which problem they faces from customer and they also develop written form for customer requirement analysis. Social media plays major role for and it highly influence customer services and their involvement towards with the hotel. I experience that search of hotel is not and easier and when I decide to stay in this hotel is good option but the only think is hotel manager ha stop consider employee performance improvement because their way of communication is not polite and they not talk properly. Consideration and knowledge about these a overall aspects definitely
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improve performance of employee and it provides benefits to organization for long term. Variation and changes development in travel and tourism is major improvement aspect for build effective of business. Continues practices and employee behaviour influence performance of overall business with positive manner. I have clear mindset that when organization consider to take research and review then I clearly identify and explain each and every aspect which is beneficial for organization they also I identify with perfect analyse and identification about overall business activity that their staff member, food services, holiday package, roomservices and may more safe or not. *CONCLUSION It has been summarized from the above reflective study that travel and tourism industries has many responsibility and they have to develop new exercise on the basis of market trend analysis because multiple organization open hotel and they consider to provide more effective services. This report has been provide that employee behaviour influence performance of customer so organization has to consider and implement effective training session and experts advices practices for improvement in individual communication and provide them motivation and safety security as well, also customer has to feel comfortable when they prefer their hotel services.
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