Management Report on DUKES LONDON Hotel

Management report

Table of Contents
INTRODUCTION...........................................................................................................................3
Main Body.......................................................................................................................................4
DUKES LONDON customer's service journey for arrival at the hotel and breakfast at the next
morning .......................................................................................................................................4
Describe the physical evidence of the service industry...............................................................5
Identify the On stage interaction (touchpoints) with team members ..........................................5
On stage attraction.......................................................................................................................6
Identify the Back Stage interactions ...........................................................................................7
Identify the Support processes ....................................................................................................7
CONCLUSION..............................................................................................................................10
REFERENCE ................................................................................................................................11

INTRODUCTION
Hospitality industry is defined as service area where number of products and services are
provided to customers as per their needs and wants so that they feel good and be happy. For
running a business successfully there is need to understand the wants and demand of their
customers then should make efforts to provide the kind of products and services. The
management is required to bring the changes and modification in their services as per customers
requirements which can help to operate and regulate the business continuously (Rauhaus, Sibila
and Johnson, 2020). If customers shares their good feedback and given the 5 stars to hotel
services then it will be an opportunity for organisation to increase the sales and profitability. The
main purpose of hospitality industry is to provide travellers with shelter, food, refreshment, and
similar services that increases customers interest and performance in challenging environment.
This report cover a case study of DUKES LONDON that is large size hotel in London, providing
different staying services to customers and better quality of food to their customers. The
management of organisation understand what people wants and how they can be satisfied so that
services are providing accordingly. The management are playing an important role and
responsibilities in organisation as they analysis what are the people's standard and how will be
satisfied by getting products and services.
The demographic profile of DUKES LONDON customers is covering all ages of people
who wants to get luxury life, having desire to spend their precious time, and considering the
social economic factors that are important customers who increases value of organisation. This is
important for selected hotel to provide the better quality of food and staying services to all ages
and sex of people. This mainly targets to outsiders who comes to visit and wants to booking
room for staying. As this hotel has owned and operated by luxury property developer and
holding company, seven Tides international which was established in 2004. This has developed
own hotel and residential facilities for customers at the most desirable locations. This
organisation helps to attract the large number of customers and maintain good performance
(Kim and et.al., 2020).
The meaning of consumer trend is what is running and going on in market and how the
customers will be satisfied. As environment is changing day by day, needs and wants of
customers is also changing where it is important to analysis them and bring the products and
services accordingly which can help to satisfied the customers and increase the sales. Global

consumer trend that DUKES LONDON leverages is people are facing the pandemic due to
which customers have shown a very low interest in staying outside and enjoying their holidays.
The current consumer trend in context to hotel are very challenging as not operation and
administration activities due to not arriving customers.
As knowing the global consumer trend in context to chosen organisation typical DUKES
LONDON customers have expectation to get the measure of people's health, take all precautions
for providing safety to people, arranging the room facility as per their requirements, better
quality and hygienic food and social distancing from employees, servers and other customers that
can hep to increase sales.
Main Body
DUKES LONDON is large size luxury hotel that is providing better quality of products
and living services to their customers. The management of organisation understand the needs of
their regular customers and make efforts to provide the kind of products which can make happy
and satisfied the people. This hotel is set up at best location where it deliver different types of
facilities and managing the all activities in changing environment (Bector, 2020). Due to
COVID- 19 all business sectors have been affected badly and economy of country also in
challenging condition. As during lock down period all businesses were forced to closed and
facing the various problems like unemployment, poverty etc. After completing lock down and
things are recovering then according to government regulations businesses are allowed to open
for certain period in a day and strictly commanded to follow all social distancing measure and
other safety precautions that are as explained:
DUKES LONDON customer's service journey for arrival at the hotel and breakfast at the next
morning
The customer journey means, is the process of completing sum of experience that
customers go through when interacting with company and brand. For organisation it is important
to know the needs and wants of their customers then make decision to provide the provide
products. In context to DUKES LONDON customer's service journey involves different stages
identification of needs, attraction, having different option, selection of best option, purchase,
making payment and post purchase services that attracts the number of customers and increases
the performance and profitability (Ratnasari, Ismanto and Tanjung, 2020). As people are facing