Customer Journey Map and Physical Evidence in Dukes Hotel London

Dukes Hotel London

Executive summary
This report has summarized the different stages of customer journey map in the organiza-
tion. Also, this report has summarized the physical evidence stages of the company and way they
will be performed in the organization. It has been identified that by considering all the social dis-
tancing measures, firm satisfied their consumers and gained competitive advantages.

Table of Contents
INTRODUCTION...........................................................................................................................4
Customer service journey............................................................................................................5
Physical Evidence.......................................................................................................................6
Service Blueprint.........................................................................................................................7
On stage interactions of service journey.....................................................................................7
Back stage interactions................................................................................................................8
Support procedures.....................................................................................................................8
Applying knowledge to service blueprint diagram.....................................................................9
Where social distancing measures are implemented...................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Hospitality industry in the whole world is one of biggest categories of fields that provide
range of services and products to target market in order to enhance customer base and generate
revenue. There are varied organizations under this sector operated their business functions and
operations in effective manner. The current assignment will be based on “Dukes London hotel”.
Dukes London Hotel is one of the leading hotel in the London. Dukes London generally knows
for offering Luxurious hotel rooms at affordable price in London. Dukes London used to operate
in heavily competitive advantage, Quality of service provided by Dukes London hotel, helps
them in maintaining good competitive position in market. It is operated and owned by Seven
Tides international. The selected brand belongs to this organization. Firm was founded in 2004,
owner created their own portfolio of residential, resort and commercial properties in certain of
world’s desirable destinations. With tactful site off Piccadilly, in main centre of Mayfair, firm
has been excellently renovated and effectively located for Green Park, exquisite shops, and
theatres. The hotel is located nearby Buckingham Palace and it has more than 90 rooms
including nine junior suites, 5 deluxe and one stunning penthouse with beautify balcony. The
value of firm is to create greater experience to each visitor.
Demographic Profile is generally regarded as analysis which is performed by the
marketer in a way that it used to help the organization in advertising different offering of the
company and also in identifying different gape which are there in the marketing strategy of the
company. Demographic generally used to help the company in understanding the target customer
base of company by analysing different characteristic of customer such as age, sex, gender and
income. Looking at the Demographic profile of Dukes London Hotel customer it had been
understand that they used to target the customer base on the basis of income of their customer. It
has been understand that different service which are offered by Dukes London Hotel can be
affordable by all the income based customer. They generally targets medium and high income
base customer.
Customer trend is generally define as a need and preference of the customer which is
prevailing in the market. Customer trend generally arises from the issue which is seen by the
customer in the market. Looking at the trend which is prevailing in the market at the one which
Dukes London Hotel is following is reducing carbon foot print and use of organic food items to
cook food or prepare a meal for guest. These types of trends can put negative impact on