Hospitality Consultant for a Restaurant Reviews - Understanding Consumer Behaviour and Customer Experience

Hospitality consultant
and customer
experience

Executive summary
This project is based on developing a deep understanding on understanding consumer
behaviour which helps a company to develop at the marketplace. In this project customer journey
mapping and its application is covered in context of Frog restaurant by Adam handling. This
project also covers role of a business in maintaining relationship with customers. This project
covers all the necessary steps taken by hospitality industry to develop and manage customer
experience. In this project effective recommendations are also mentioned in order to develop key
business operations.

Table of Contents
INTRODUCTION ..........................................................................................................................4
MAIN BODY...................................................................................................................................5
Overview of organisation and demographic profile....................................................................5
Consumer journey mapping and services..................................................................................6
Application of consumer journey mapping and primary components of service blueprint .......7
Secondary research and its implications on the business of Frog restaurant by Adam handling:
...................................................................................................................................................10
Customer journey mapping service blueprint template............................................................10
Recommendations to exceed customer expectations................................................................13
CONCLUSION .............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
In the functioning of a business entity in hospitality sector, understanding needs of the
customers is major priority of a business (Balasubramanian and Ragavan, 2019). This approach
will help the business to develop organisational goals by attracting a large number of customers.
The consumer experience is performed by users of products and services of a company to lead
the marketplace with competitive advantage. In this report example of Frog by Adam Handling
Restaurant Covent Garden is taken into consideration which is situated in Southampton,
London, United Kingdom. The restaurant provides effective fast food services in London and is
one of the topmost restaurant in the London. Most of the successful companies in national and
international marketplace, takes into consideration customer service as major priority. This
project includes application of consumer journey mapping and its explanation for business
development.