Recognizing and Serving the Individual

Recognizing and Serving the Individual
Hospitality Management
1

Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
P1 Discuss about the value and importance to the needs, wants and preferences of target
customer groups for Galetos restaurant.......................................................................................3
P2 Describe about the different factors that drive and influence customer engagement of
different target customer groups within Galeto restaurant..........................................................4
LO2..................................................................................................................................................5
P3 Create a customer experience map for a Galetos restaurant...................................................5
P4 analyse that how the customer touch-points throughout the customer experience create
business opportunities for Galetos restaurant..............................................................................6
LO 3.................................................................................................................................................7
P 5 Ways in which digital technology is employed in managing the customer experience
within the Hospitality sector........................................................................................................7
P6 Customer service strategies....................................................................................................8
P7 Impact of customer service strategies on customer experience and business standards........9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
2

INTRODUCTION
Customer experience management is one of the most important factors to be focused on
and considered in hospitality industry. As revenue, sales, profit etc. of organizations in this
industry completely depends upon their customers. Customer experience management is a kind
of practise in which interaction with customer is done in order to meet their expectations so that
their satisfaction level is met and their loyalty towards the organization can be increased
(Nykamp, 2019). Customer experience works as a key differentiator for every business which
can work as a factor to achieve competitive advantage. This assignment is based on a hospitality
industry organization Galetos Restaurant in Romford, London. It is a UK based restaurant which
was founded in 2015. This assignment will lay emphasis on importance of understanding the
needs, wants and preferences of target customer groups for Galetos restaurant of hospitality
industry, different factors that drive and influence customer engagement of Customers, customer
experience map, ways in which customer touch-points throughout the customer experience create
business opportunities for a business, impacts of digital technology in customer relationship
management, customer service strategies for Galetos restaurant and customer service strategies
create and develop the customer experience.
LO1
P1 Discuss about the value and importance to the needs, wants and preferences of target
customer groups for Galetos restaurant.
It is important to know about targeting the customer through specific demand and
preferences within marketplace. Galetos restaurant is mainly used the marketing approach to
facilitate exchange of good and services. Therefore, it will deliver the maximum values to
potential customers. For business development, it is an essential for identifying preference of
customer because the demand has changed on the basis of latest trends (Ahmed, Maati and Al
Mohajir, 2015). It helps to get more lead in business which are likely to give them better services
sometimes, it may be turned into the strong customer relationship and generate new sales
through positive recommendation services. Currently, customer demand nothing less than
seamless experience across digital and traditional points. Galetos enterprises need to be prompt
for server better services by using different platform. In terms of wants, preferences and need to
target customer group which influencing through services where they always try to visit again in
same place.
3

 It is useful for Galeto restaurant to target the group of customers and provide services
according to the demand. In this way, it directly impacts on the production and sales
because customers are fully satisfied with services. They are trying to revisit the place
for taking services. This will help for maintaining a good relationship between
management and client. Therefore, Galeto restaurant easily increasing their productivity
and profitability in marketplace (Rosenbaum, Otalora and Ramírez, 2017).
 Galeto restaurant is mainly used various type of channels, tool and method which help
for identifying demand of customer. In this way, it is increasing opportunities to look at
what client want and ask them. This type of process is systematically handling the
business operation and function.
 The importance of customer satisfaction should never be rejected while consider
especially at the time of planning, marketing and positioning. Many customers are likely
interacting with posts on social media
P2 Describe about the different factors that drive and influence customer engagement of different
target customer groups within Galeto restaurant
In Galeto restaurant, Customer buying behavior is a type of process that can be determined
through involvement of people towards product and service. It also considered various type of
factors which may influence the individual and group of consumers. There are common factors
drive to influence customer engagement of different targeted consumers.
 Cultural Factor: It is also important factor that come to understand behaviour and
attitude of customers. Generally, culture is a part of society and also important cause of
personal wants, preferences. It always influences the buying behaviour of client varies
from nation to nation (Shaon and Rahman, 2015). It also analyzing the groups, regions
and event countries. For instances, targeted group of people will be influenced by friends,
family and cultural environment that will teach them preferences and values.
 Social culture: It is mainly defined the group of targeted people based on the lifestyles,
interest and behaviour. Each one has different social classes which important for Galeto
restaurant to identify their demands and then provide services according to them. Lower
class people will be focused on the price while upper class people will be concerned
4