Customer Service Management for Tourism and Hospitality

CUSTOMER SERVICE MANAGEMENT
FOR TOURISM AND HOSPITALITY

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................4
Customer Journey Mapping.........................................................................................................4
Customer Service Blueprint.........................................................................................................6
Primary components of the service blue print.............................................................................7
Recommendations......................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Champney's Health Spa is the most popular and oldest Spa in the UK. The treatments and
services offered by it are so fascinating and calming, more than 150 services and types of
treatments are offered by the Champney's Health Spa. It partnered with the zest Agency to
establish and expand more Spas Centres at the various location in the World and to make it
reachable for all the customers . The various treatments offered by the Spa are water based
treatments made in a unique designed hub which helps in making customers feel rejuvenated and
relaxed. For detox balancing it is the best place. The services offered by the spa centre are yoga
and meditation and other services for the wellness and health of the customers.
With the help of research,it was found that most of the customers going Spas and
Wellness centres accounted to be females as around 75% are females and the remaining are the
males. The higher percentage represents that women are more concerned regarding their health
and skin as compared to men. Males prefer going Spa for relaxation and improve their blood
circulation. On the basis of age, it was found that people of age 25 to 35 years prefer Spas more
in comparison with the people of 40 to 50 years of age. Mostly, the younger generation prefer
Spas as they are health and fitness centric, and they love to have some own time.
The customer's trends and demands are changing with the evolving world. Nowadays ,
customers prefer muscle retention and various training sessions regarding fitness and health at
the gyms and fitness studios, while few of them demand for personalized training sessions
(Manhas, Charak and Sharma, 2019). The pandemic had an adverse effect on the lives of the
people thus more the people are emphasizing on spending time with the family and friends at
natural and open places which will help them in maintaining their physical and mental wellness.
For the people ,living in remote areas or working remotely , it is easier to connect to the trainers
or physicians with the help of online platforms. The most popular Chinese and Ayurveda
treatments are adopted by the Spa s to give help them in relaxation of their mind and body. Many
customers have insomnia and problem in taking proper sleep thus spas are also providing them
with the sleep therapies and treatments.
Spas and Wellness centre have the responsibility to make their customers feel valued. It
gives them immense pleasure, when personalized attention id given to them. The customers
expect a hassle free booking of the services and helpful and cooperating staff at Spas. They
expect that the Spa centres should be properly lighted, well decorated and give a natural feel. To

make the customers feel relax, they should play calm and soothing music (Jawabreh, and et.al.,
2020). The treatments and the services offered to them should be explained with the uses and
benefits of them, this will help the customers in assessing that which treatments are worthy and
necessary. Achieving the customer's expectation and satisfaction help the Spa centres in creating
a strong customer base.
The report will discuss the customer's journey and procedure on the basis of the
Experience of hospitality consultant who reviewed the feedback section of the Chamnpey's
Health Spa. The report will also present a specify the customers expectations and the
components of the service blueprint that are necessary to keep in mind. The report will also
recommend the ways that the businesses can adapt to achieve the maximum customer
expectations.
MAIN BODY
Customer Journey Mapping
Customer Journey mapping is generally presented by diagrams which helps in identifying
the journey of customer that what are the stages a customer goes through for achieving the goals
and maximum satisfaction. This mapping can be done of a customer buying products, going to
hotels or resorts for holidays, addressing social media issues and so on. The stages of customer
journey are presented with the experiences the customer faces to effectively reflect the mapping.
In the journey map of customer, there are five stages included for explaining the experiences of
the customers.
Customer Journey Mapping of Two Customers Experience of A Spa visit :
Awareness : The first stage of customer journey map, it emphasize on the customer to
search and get aware about the service and product quality before purchasing or going through
it. At this stage, the customer has varied options and this will provide the opportunity of
expanding his choices with the availability of options in the market. To research and get aware ,
the customer has many resources such as internet sites, web pages, social media platforms, and
so on (Berman, 2020). For conducting the research about the Health Spa, the customer should
take help from google reviews, friends, tourist guides sites, website. What are the reasons that a
person should research before finalizing the Health Spa? The research will help the customer to