Customer Service Journey in Travel and Tourism Industry

This report provides information about each aspect of customer services and how organization can manage multiple aspects for customer satisfaction in travel and tourism industry. It includes topics like customer service journey, different mystery shopping in business, skills required to deal with different customer services situation and behaviours, different types of customer and their needs, and exercise of different travel and tourism situations.

NCFE Level 3 Diploma in
Travel and Tourism

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
Two role play and written exercise..............................................................................................9
Part 2. 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
l 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 where Jurys Inn Group client 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.
l Part 2. Different mystery shopping in business
Mystery shopping has always being popular for the Jury 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
emerges need to direct extortion discovery 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

decision for their customer. as this also include some of the strategy through which the Jury hotel
that can work.
l Part 3. Summarizing the hotels industry
Regularly, visitor house is a private house, which has been distorted over for the
particular reason for giving visitor residence. It is normal for the visitor region kept totally isolate
from another space, where the proprietor might live. As jurys inn group guesthouses offer extra
types of support, however many are worked on a self-administration premise. Benefits are type
of the visitor house, which are mostly the same as quaint little inns, while giving more suppers
duration of the day. By visitors have a choice of various plans, like where they eat, lunch or half
board, where they strength eat and supper, without the lunch. At long last, roadhouses are
moderately little foundations, which are arranged close to a street, to draw in passing clients.
Somehow or another, they join the elements of Jurys Inn Group (Marzijaraniand Sajedi, 2020).
They will regularly offer few private visitor rooms, like a resorts, and may also have café as well
as a bar. Not wholly are frameworks altogether pervasivebut,Jurys Inn Groupvisitors can hope to
appreciate more bright encounters than any other time. Just top individuals can take on such jobs
so are prepared for this beyond belief open position that will assist with becoming both by and
by and expertlyat that point, allude to this useful aide. Making progress business implies
guarantee that all offices are working successfully. Inside some chance property, there are
individuals working in an huge number of various lodging positions and gainful to have
understanding of which occupations exist and what those persons are really doing.
 LO2l Part 1. Skills require to deal with different customer services situation and behaviours
Clear communication skills that could help the employee for jargon and make their
terminology with more perfection. While having such things this must be also important for them
about knowing sign through which they can easily or clear convey the messages to their
customer or some other staff. Products knowledge, Jurys Inn Groupwhile working in such kind
of hotels and resorts the employee should know about their products and services and also ensure
about for understanding of product. In order for truly help people, which must give accurate
information about the specific products and services. Problem solving skills, this must be
important through which any kind of issues that customer are facing that could solve without any
conflict (Angermeierand Ansen, 2020). Along with this also make sure for having the quickly

interaction and without wasting time they can easily take the decision. Patience, depending on
the situation, how people worked themselves and quite speaking to their employee and make
sure before speaking with customer, employee are required to keep patience level and solve out
there any issues. Positive attitude, these is one of the most important customer services skills
which could be essential for the employee. These people who are enjoyable to be around and
more ready for solving any problem and able to execute some other skills. Listening skills,
customer problem must be listened and after that the solution must be needed and make sure
about their listen things must be important for them in making their customer satisfaction.l Part 2. Different types of customer and their needs
Business traveller, business explorers are visitors on a mission and they're visiting the
area for one reason: work. They are not there to see sights, they will be keen on close to cafés
and coffeehouses they can use for production and individual purposes. Ordinarily, their days are
long and loaded with gathering. Event attendees, combination of business and leisure explorers.
Some should go to gathering and relax alone in their rooms, and others may be hoping to
investigate the city more in their off hours. More frequently than not, occasion participants are
hoping to attach with others and will look for distraction after the finish of the day's occasions.
This is the place where separate from the resistance and give remarkable encounter to
participants that they can just get by residual at property (Sundararajand Rejeesh, 2021).
Boomers, touring visits drove by local people and join forces with cafés to offer provisional
eating encounters local to city. Stress on-property conveniences intended for rest and unwind,
similar to the pool or spa. Add additional advantages and compensations into dependability
program to support travel, such as procuring extra evenings or triple the measure of focus during
a certain time span. Millennials, this could include about the lifestyles and work focused as per
their lifestyles. micro-cations that allow the destination for seeing more than multiple micro-
cations and make highlights and attraction towards the hotel products. Families, with this multi
generational trips, while keeping different travelling and preference with group. Be prepared
with kid and family-friendly attractions and activities, like discounted vouchers for the zoo,
aquarium and so on.
l Part 3. Comparison between two organization
Jurys Inn Group, the company have value about their people caring for health as a trusted
partner. Vision, for keeping the needs and wants satisfied, while continuously outgrowing the

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.
l 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.

 LO3
l Part 1 Exercise of different travel and tourism situations.
Various organizations has their different activities and their effective performance
influence by multiple unwanted aspect and some activities influence by performance of
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.
l 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.
l Part 2. 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
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, room services
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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