Importance of Customer Experience in Hospitality

The assignment emphasizes that customer experience plays a vital role in the success of hospitality services. It explains how positive customer experiences lead to loyalty and recommendations. The study also touches on how technology, such as digital innovations and personalization, can improve service quality and meet customer expectations.

MANAGING THE
CUSTOMER EXPERIENCE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
P5 Digital technology is employed in managing the customer experience..............................1
P6 Customer service strategy.......................................................................................................1
P7 customer service strategies develop customer experience .....................................................2
CONCLUSION ...............................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Customer experience is considered as product of interaction among organization and
customer with specific duration of relationship. The present report will evaluate about digital
technology employed for purpose of managing customer experience within Restaurant Hazev. It
will investigate about impact of digital technology and application of customer experience
management in service sector business for maximizing engagement of customer.
TASK
P5 Digital technology is employed in managing the customer experience
Digital technology helps in gathering and analysing the information, also provide
solutions on the basis of fed information. Earlier, technology perform any work, only when
human orders to do so. But now it becomes smart, as computer and machine are able to initiate
action by themselves (but in controlled manner). Restaurant Hazev also uses the latest
technology used by restaurant industry nowadays like CRM, Guest apps, Tech Lounges, mobile
room key, service automation, automated gadgets and rooms, etc. customer now can avail
personalised service because restaurant has face recognition sensor at door. This sensor is
attached with digital cloud of firm. And, cloud contained customer past record of choices and
preferences data (Foroudi and et.al., 2018). Seamless multi channel access can be possible via
app designed by hotel. Like customers now have self check in and check out facility. Artificial
intelligence also contributes in its own way like room's lighting get changes according to the
mood and day cycle automatically. Internet of things is smart, co-ordination among various
machines and technology, enrich customer satisfaction, by taking proactive action. Restaurant
Hazev enables to resolve customer compliant, manage healthy relation, and anticipate their
desire by the help of CRM. Time is money, this old proverb is taken care of, by offering Clint,
mobile booking and online booking options. Company use smart advertising tool, where people
get information as per their need. For instance service for business is available on corporate
sites, but its family stay plans pop-ups more on social sites.
P6 Customer service strategy
1. Good customer service is the life blood of any organisation. It is all about sending them
away happy-happy enough to pass positive feedback about business. Dockland academy
organising international food event with its partner restaurant Havez (Cebulsky and et.al.,
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2018). For giving the best customer service to their customers it is adopting some
strategies of customer service like
Treat every customer like a VIP- Havez restaurant treat their guests or students of Dockland
academy like a celebrity. It gives a memorable positive experience. By welcoming to every
guest and by making them like a home, hotel will provide the best customer service and will
satisfy them (Faulds and et.al., 2018).
Give excellent product knowledge to all employees- Havez restaurant will coach their staff to
be attentive and responsive to be always helpful. For giving the best customer service it can
provide every information to their employees about the food and drinks which are served. If
someone asks question regarding any food or drink, the staff knows the answer and by
giving the answer he satisfies his customers.
Manage guest expectation- Firstly Havez hotel can try to understand the expectations and
desires of their customers, which type of food they want like spicy, salty and sweet etc then
they can try to fulfil their expectations according to their wish and hence they give their best
customer service.
Be cheerful, courteous and respectful- By being respectful and cheerful to all their customers
in a good manner it makes feel them special. They can treat their customers in a manner
which they want to be treated.
Show gratitude- After providing services they thank their customers warmly and genuinely with
a smile to show them they are important for them. For giving best services sometimes they
can give thank you gift also to their customers (Watson IV and et.al., 2018).
P7 customer service strategies develop customer experience
Business strategies which have customer satisfaction orientation in centre, are called
Customer Service Strategy. Like market research to known people's need, effort to create
emotional bond, received and respond the feedbacks, customised service, adopt technology,
render reachability, smooth purchasing options, easy to use services and service Convenience are
the example of this. Organisation generally tries to make best marketing mix to make its Clint
happy (Moorhouse, tom Dieck and Jung, 2018). Customer only feels fully satisfied, when their
desire meet or when their money is best utilised. And, this can only happens when Firm know
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the expectation of different customer. Market research render the knowledge of the latest trend,
consumer's purchasing power, customer's need, find out most suitable distribution channel,
demographic condition in specific area, risk and uncertainty and social factor. For restaurant
Hazev business meeting room has all the technical gadgets like Wireless Presentation Solution,
Robotic Butlers and Video Conferencing Capabilities. When, people give feedback, complaint
and suggestion, it helps in maintain the product quality according to standard. Hotel also
identify and correct the process and activities , which affect its customer. Like wastage can
increase the cost of product. This high cost definitely reflect in price of product. To Hotel
practice TQM in its operation so that hotel's internal mistake wont affect customer. Organisation
now choose personnel, who are more customer friendly (Jennifer Lund, 2019). And, in service
sector customer material staff can only help in getting the success and competitor advantage. For
instance staff having soft communication skill, interpersonal skill and better human
understanding, can manage customer frustration and conflict, effectively.
CONCLUSION
From the above study, it has been summarised that customer experience play a vital role
in success of hospitality service. Because this industry, have services as its product. Here success
of organisation is depended on positive customer experience only, If people feel sissified then
only they will recommend it to their belongings. Hospitality sector now become highly sensitive
to technology. Because technology help in innovation and better service quality. Personalisation
of service help in target the customer's preference. Real time solution, ability to understand
human behaviour, problem solving skill, flexibility, conflict management, and inter personal skill
decides the success of service actor.
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REFERENCES
Books and Journals
Cebulsky, M. and et.al., 2018. The Digital Insurance–Facing Customer Expectation in a Rapidly
Changing World. In Digital Marketplaces Unleashed (pp. 359-370). Springer, Berlin,
Heidelberg.
Faulds, D. J. and et.al., 2018. The mobile shopping revolution: Redefining the consumer decision
process. Business Horizons. 61(2). pp.323-338.
Foroudi, P.and et.al., 2018. Investigating the effects of smart technology on customer dynamics
and customer experience. Computers in Human Behavior. 80. pp.271-282.
Moorhouse, N., tom Dieck, M. C. and Jung, T., 2018. Technological innovations transforming
the consumer retail experience: a review of literature. In Augmented Reality and Virtual
Reality (pp. 133-143). Springer, Cham.
Watson I V and et.al., 2018. International market entry strategies: Relational, digital, and hybrid
approaches. Journal of International Marketing. 26(1). pp.30-60.
Online
Jennifer Lund. 2019. How Digital Transformation is Driving Customer Experience. [Online].
Available through <https://www.superoffice.com/blog/digital-transformation/>.
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