Implementing Social Distancing Measures at a Hotel

DEVELOP A SERVICE BLUEPRINT
TO DEMONSTRATE HOW THE
COVID-19 GOVERNMENT
MEASURES SUCH AS SOCIAL
DISTANCING CAN BE
IMPLEMENTED AT THE HOTEL

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................4
Customer service journey............................................................................................................4
Physical evidence of service journey..........................................................................................5
On stage interaction with team members....................................................................................6
Back stage interaction.................................................................................................................7
Support process...........................................................................................................................7
Identification of area where social distancing measures are implemented.................................8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................11

INTRODUCTION
Dukes London is operated and owned by the holding company and luxury property
developer Holding Tides International. It was established in 2004 and has developed own
portfolio of the residential, commercial and resort propertied in desirable locations of the world.
It is sophisticated luxury hotel in London and is part of Motels, Hotels and Resorts industry .
Hotel has employees across all the locations (Dukes London Hotel, 2020). In the corporate
family of Dukes Hotel, two companies are there. The hotel aims at providing the consumers with
mesmerising luxurious experience.
Demographic profile includes race, age, gender, ethnicity, income, marital status,
employment and education. Demographic profile is used for becoming efficient in advertising
the products and services as well as identifying the possible gaps of marketing strategies.
Targeting the specific group from the whole who are interested in the services and products help
company in more effectively advertising and marketing for garnishing maximum sales. Dukes
London target customers representing middle and senior professionals and business people with
high income levels who belong to the upper social class. The hotel target mainly the individuals
who pursue the luxury and royal lifestyle. It targets customers who want to have royal experience
in the stay. Hotel charge premium prices for the products and the services that are perceived to
be of higher quality.
Consumer trends could be described as behaviours or habits prevalent currently among
the consumers of goods and services. The consumer trend tracks more than what people buys and
the amount they spend (Dhugga, 2016). Data collected over consumer trends includes the
information like how the consumers uses products and how they communicate the brand with
social networks.
Hospitality industry is evolving constantly and the hoteliers have to keep pace integrating
the technology for serving the needs of guests better. Consumers are requiring internet of things
in the hotels for exciting them as it provides higher efficiency and convenience and also the
luxury sense. Dukes has incorporated hi tech internet services for increasing the demand for
hotels. Customers are also becoming environmentally conscious as the sustainability has become
important issue. It is changing the attitude of travellers in selection of the Hotel (Jayawardena

and et.al., 2013). Dukes hotel have environment friendly processes that does not affect the
environment.
Consumers are demanding unique brand experience for the cost they incur. Hotels have
started differentiating the brand by providing the customers something unique in the manner they
design, layouts and outfit of property and services. Travellers are now seeking for cool and
experiential hotel that provides them with novelty factor.
The societal trends are informed and influenced by the societal trends mainly. Dukes
London customer mainly looks for royal and luxury experience from the hotel. They expect
quality services that provides them immense experience on their stay. Customers also expects for
tech services such as internet for easing the experience (Gustavo, 2018). As the hotel is old
heritage building customers expects rich heritage experience with luxuries and qualitative
services with increased safety measures.
MAIN BODY
Customer service journey
For Duke London to revive its position back from the impact of pandemic COVID 19 it is
very essential for the hotel to work over regaining the consumer back. The major reason for this
is that because of the pandemic the consumers have fear that if they will go to the hotel then they
might get infected. Further during the time period of pandemic the there was lockdown and
because of that operation of hotel were shutdown (Ozili and Arun, 2020). Thus, there was a lot of
loss for the hotel. After the lockdown the hotel reopened and with more of the facilities and by
adhering to the guidelines provided by government. The most important guideline is relating to
social distancing which states that people must not be sitting very close to one another. As per
the guidelines being provided by the government of country the hotels and pubs can be opened
with social distancing of two metres as the ideal distance between people coming to hotel. For
this Duke London need to develop a customer service journey as this will assist the hotel in
managing the work in accordance with social distancing. The customer service journey includes
the overall experience which consumer gets while interacting with the company or place where
they come (Lachance, 2020).
Under this the consumer will come to the hotel on the basis of the guideline relating to
social distancing. For this hotel will first check the available rooms within the hotel and then