Customer Service Management for Tourism and Hospitality

CUSTOMER SERVICE
MANAGEMENT FOR
TOURISM AND
HOSPITALITY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................4
Customer’s service journey for arrival and attendance at the wedding ceremony and reception4
Physical evidence of the service journey.....................................................................................5
The “on stage” interactions with team members.........................................................................5
The “back stage” interactions......................................................................................................6
The support processes..................................................................................................................7
Knowledge to a service blueprint diagram..................................................................................8
Social distancing measures are implemented..............................................................................8
CONCLUSION AND RECOMMENDATIONS............................................................................9
Conclusion...................................................................................................................................9
Recommendation.......................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Hothorpe Venues this hall currently works for the wedding hall and conference centre.
The organization have large size of employee and many more services or accommodation for
their customer. While this could led for having huge amount of income sources. Due to having
the Covid-19 this have been seems that Hothorpe Venues have to pay huge losses for wedding
and conference halls (Welcome to Hothorpe, 2021). Through which they are more suffering and
employee. For having the customer organization needs to take the blueprints while in which they
can easily make their customer. Along with this also important for knowing the demographic and
many other segment in which the customer can easily make their attraction and make sure about
those things which could be important for them. Demographic profile means the way in which
the business include the customer size, number of employee and many other things that could
make the organization or working with having the effective manner. In demographic profile of
Hothorpe Venues customers include the family or businessman, while through which they can
make their customer range and that could be easily availability for those things which could be
important for them in keeping their customer longer. The company offers wedding, corporate
meeting, function and many other things. While at time of having Covid-19 the organization
have set up their business and make sure about the things which could keep their customer safety
and make some of the rules of their employee (Khan and et.al., 2020). Consumer trends deals in
the new behaviour or new attitude or opinion or can be a new expectation of the consumers
dealing with specific company or industry in the countries like UK. Consumer trend canvas is
used as an easy to follow framework which helps in unpacking and understanding any consumer
trend and also helps in launching successful consumer facing innovations of the company. The
consumer trends keep changing according to the time and situations of the country. The
pandemic of COVID-19 affected the consumer trends greatly for the hospitality companies like
Hothorpe Venues. The major consumer trends observed in this critical time of pandemic include
going contactless which means use of technology in contactless payments, biometrics and voice
controls, mobile check-in etc. Another consumer trend observed is the making use of big data by
the companies for example AI chat-bots can be considered as customer service asset and also
easily responding to the queries of the customers and guests (Li, Yao and Chen, 2021). Insta
worthy designs are also becoming the consumer trends as the people are finding photogenic
places in the hotel so that they can post the best pictures on the social media. Also, the people

nowadays are expecting individual treatment from the hotels so the hotel can also make use of
tools like Zoho or Mailchimp which can help in ensuring specific communication to highly
targeted audience. The likely expectations of the customers of Hothorpe include purpose
experiences and essentialism, sustainability, virtual and augmented reality, personalisation,
delivering with a twist, automation and technology use, measures against pandemic and many
other expectations which decreases the risks of pandemic of COVID-19 and also helps in
meeting up the issues due to pandemic. This will help in satisfying the clients and guests and
will also help in increasing the brand value of the hotel Hothorpe venues.
MAIN BODY
Customer’s service journey for arrival and attendance at the wedding ceremony and reception
The customer journey while having the pandemic they mostly think about the less
member for having at their wedding. While this could be also important in knowing about the
things which are important for making the better arrival and easily make sure about those things
from they can keep their customer arrival and attending wedding (Babatunde and et.al., 2021).
Customer should also take their health and safety priority while through which they can easily
attend over the wedding. Customer also required to follow the thermal screening at time of
entrance and filling up the declaration form that have been given by the Hothorpe venues. they
should carry the necessary thing with them such as sanitizer, mask and face shield from which
they make their health safety. although, while having this they can make sure about other people
safety.
People should have the better precaution in which they can easily make their safety and
also make sure about keeping the social distancing while having any group function. While in
wedding there are many group function so for that Hothorpe venues should also care about those
things in which they cannot make their guidelines to be break (Sinclair and Read, 2021). This
might be also important for the customer in paying the digital bills through which no exchange of
money can be held or no infection will be spread. Good hygiene practice that could be followed,
social distancing for seating and services process. Along with the staff trained as per the wedding
guidelines and cleaning and sanitization must be important. While for which the customer can
easily feel themselves safe and make sure for enjoying the wedding.