Customer Service Management for Tourism and Hospitality

Customer Service
Management for
Tourism and
Hospitality

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
Examine a DUKES LONDON customer’s service journey for arrival at the hotel and
breakfast the next morning.....................................................................................................4
Describe the physical evidence of the service journey...........................................................5
Identify the “On Stage” interactions (touchpoints) with team members................................5
Identify the “Back Stage” interactions...................................................................................6
Apply the knowledge to a service blueprint diagram and include customer emotions, the line
of interaction, the line of visibility and the line of internal interaction..................................6
CONCLUSION................................................................................................................................9
Recommendation...........................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Customer service management refers to the process of managing a relationship between
organisation and the customers it has over the time. In order to succeed, the hospitality industry
must make such customers strategies which can help the company in achieving its goals and
objectives. This report is about the customer service management of Dukes London.
Dukes London is a luxury hotel which is situated at the heart of St James Mayfair in
London. It offers luxury and sophisticated services like accommodation, food and beverages, bar,
events, health clubs and many more. This London based hotel has a hospitable atmosphere which
gives comfort to the guest. Dukes London is operated and owned by Seven Tides International, a
holding company and luxury property developer. It offers classic and modern style bedrooms and
luxurious suites to its customers. Apart from this it offers legendary Duke bars and a restaurant
to give exceptional service to its guest.
Demographic is the information of population based on the factors which includes race,
age, sex, etc. Demographic profiling of customers refers to the analysis which is used by the
managers to increase their efficiency in attracting the customers and identifying the gaps in the
strategies. It includes identification of customers in order to build their trust by providing the
services which are expected by them. Duke London is a luxury hotel which attracts customers
like females for business or leisure, families, dog friendly guest and other male guests for leisure
or business purpose.
Customer trends refers to what they want, how they behave and how they see the world.
Changes are constant, everything changes like behaviour, expectation or an attitude. The global
customer trends refers to the changing trends of the customers across the globe. Duke London
has customer loyalty from across the globe where different kind of customer persists, so in order
to keep up with the trends, the hotel has following global customer trends which includes
expectation of quality. Hotel seeks to provide quality service to its customers because it believes
that a customer expects quality when it pays for luxury hotel. Another global trend which it
follows is food. Duke London focuses on providing the simple dishes which are cooked
brilliantly in an extraordinary space. It offers breakfast, lunch dinner and afternoon tea with a
contemporary twist according to the need of the customer.
The customers of Duke London expect a high quality service from this luxury hotel. The
hotel is dog friendly but the customers expect that hotel must become pet friendly by including

other pets also in their care service. The loyal customers expect the same level of warmth
treatment while taking the services from the hotel. It has been named as the best hotel in England
as it has created its own benchmark which every customers expect in order to avail the standard
quality in their services like food, housekeeping, etc.
TASK 1
Examine a DUKES LONDON customer’s service journey for arrival at the hotel and breakfast
the next morning.
The customer service refers to those services which a customer avails after paying for it.
It is usually the support which an organisation offers to its customers. Duke London offers
luxury service to its customers. There must be contactless check ins and check out service by the
hotel which makes their beginning of the journey easy and ensures that hotel has taken care of
Covid 19 protocols. The front level officers must welcome the guest with warmth and
enthusiasm to make them feel comfortable. The hotel can provide a pre arrival health and safety
questionnaire together with their temperatures check so that their health condition is known to
the hotel. There must be contactless payments available at the reception for following the social
distancing rules.
When the customer check in to its room, the staff must familiarise the guest with the
hotel and its 110 year old heritage. The Duke London has assured its customers with providing
technology based services like WiFi, Bluetooth speakers, Flat screen TV and many more which
must be regularly sanitised. The non essential items must be removed and the essential items
must be sanitised regularly after every use. The hotel provides room to its customer according to
their preference, subject to availability where they can walk in to rooms and balconies in order to
select the room of their choice. The hand sanitisation station must be installed at all common
areas, rooms and lobbies in order to ensure the cleanliness and hygiene.
The breakfast service is offered from 7am to 11am on regular basis. During this
pandemic. proper hygiene and food safety standards must be maintained and and the staff
included in food and beverage outlet should be limited to adhere guidelines of social distancing.
The buffet option in breakfast should be totally avoided and room service breakfast shall be
encouraged.