Understanding the Value and Importance of Consumer Needs and Preferences in the Hospitality Industry

Induction -
Understanding
Customers
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Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1 (The value and importance of understanding needs and preferences of target customer
group for hospitality services).........................................................................................................3
P1 Elaborate significance of understanding the consumer needs and wants of target audience
in service industry. .....................................................................................................................3
P2 Explore various factors which influence consumer engagement in regards of different
target customer group. ................................................................................................................4
TASK 2 (Customer experience map)...............................................................................................5
P3 Frame a customer experience map for service sector organisation. .....................................5
P4 Elaborate about consumer touch points by observing customer experience for creating
business opportunities.................................................................................................................6
CONCLUSION ...............................................................................................................................6
REFERENCES ...............................................................................................................................8
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INTRODUCTION
The hospitality industry is the broad category of various fields in service industry which
includes the lodging, F&B, event planning, accommodation and many more. Respective report is
based on the Hotel Holiday inn which is an British Owned American brand of hotels. Respective
report is based on the value and importance of acknowledging consumers needs and wants.
Further it includes factors drive and influence consumer engagement. At last it includes the
consumer experience map with customer touch points to enhance customer base positively.
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