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Customer Experience Assignment - Hilton Group

   

Added on  2020-10-22

6 Pages1163 Words373 Views
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on P7 Need to write about a place where visiting and note observationscustomer service strategies of a specific service sector organisation increating the customer experience and make recommendations for improvementObservationsName of hospitality business visited:Hilton GroupDate and time of visit:8/12/2018 10:00 AmAmbience and First ImpressionsAs you walk into the outlet, what is the immediateimpression of its atmosphere? What words spring to mind if you try to describethe general surrounding?It was beautiful and luxurious.Things that Iobserved that were positive, or good?Things that Iobserved that were negative, or bad?What would Ichange if this was my business (M4)?The ambiance and surrounding was very positive and luxurious.The frond office was not directly accessibleI will make the front office accessible.Signage, Tariff Boards, Labelling, Etc.
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How does the business convey to the customer the productsthat are available? Are they clearlypriced?The products and services were clearly accessible conveyed and prices were visibleThings that Iobserved that were positive, or good?Things that Iobserved that were negative, or bad?What would Ichange if this was my business (M4)?The prices were very clear and reasonable -NA-Will apply the same approach as applied by Hilton Group.PricesWhat is your reaction to the prices? Do they seem at the right level for theestablishment? Are they too high, or toolow? How is the pricing informationshared with the customer? Did they giveyou a receipt; was this clearly laid out with the VAT number easy to find?Things that Iobserved that were positive, or good?Things that Iobserved that were negative, or bad?What would Ichange if this was my business (M4)?The prices were good.-NA-NA-
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Range of ProductsWhat do you think of the range of products on offer? Was there too much choice, or too little? Is the range what you expected? Are there missingitems, in your opinion? Which items doyou believe it is essential for this business to stock within its range?Things that Iobserved that were positive, or good?Things that Iobserved that were negative, or bad?What would Ichange if this was my business (M4)?Hilton hotel provide a good range of productsNA-I will also incorporate the similar product range.StaffHow many staff are present? Does it seem to the right number?What do they look like (uniform, friendliness, etc.)? Are they cheerful,welcoming, happy, miserable, alert, or daydreaming? Do they seem to know whatthey are doing? Is there a management or supervisory presence? What interactions did you have with them? Were these positive?Things that Iobserved that were positive, or good?Things that Iobserved that were negative, or bad?What would Ichange if this was my business (M4)?
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