Recognising and Serving the Individual Hospitality Management

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Recognising and Serving theRecognising and Serving the
Individual Hospitality ManageIndividual Hospitality Manage--
mentment

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Table of Contents
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
P2 Investigate distinct factors which drive as well as impacts customer engagement within Hotel
IBIS Paris................................................................................................................................4
TASK 2............................................................................................................................................1
TASK 3............................................................................................................................................3
Benefits:.................................................................................................................................4
Drawbacks:.............................................................................................................................4
TASK 4............................................................................................................................................4
P6 Exemplify customer service strategies of Hotel IBIS.......................................................4
P7 Develop customer experience in Hotel IBIS.....................................................................5
Conclusion.......................................................................................................................................7
REFERENCES................................................................................................................................8

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Introduction
Managing customer experience refers to process which comprises of formulation of plans for
organising and managing overall experience that is driven by clients as a result attained from
consumption of organisational offerings (Balaji, 2014). Consumer experience denotes method for
carrying out interaction in between clients as well as products which are being offered by firm. To
understand the concept of managing customer experience Hotel IBIS Paris is taken into
consideration which is owned by brand Accor. They provide their customers with unique and
impelling experience. This report comprises of significance & values of acknowledging needs of
target, their preferences along with factors that are liable for driving in involvement of consumers.
Furthermore ways in which digital technology enhance experience of customers illustrated and a
service rendered to them by creating strategies has been examined.
TASK 1
P1 Explicate values as well as significance of acknowledging preferences wants as well as needs
of target groups within service industry.
In an organisation customer plays an important role as they lead them to growth and when
they are retained, it implies that they are satisfied with services which are delivered to them. This
denotes that it is important to understand their customers in terms of what they like and prefer to
have (Bilgihan, Kandampully and Zhang, 2016). It will lead them to grab attention of wide range of
individuals towards services that are delivered by firm. An example can be taken, like market
analysis can be carried out to acknowledge what is being delivered by their competitors as well as
acknowledge what are expectations of individuals. With respect to Hotel IBIS Paris, this deals
within hospitality industry and delivers their services in an enhanced manner. They have their own
restaurant where their guests can dine and enjoy their meals. Their target segment is business
persons, families and emphasis is laid on choices as well as taste of all groups who are the probable
customers of Hotel (Buonincontri and et. al., 2017). With respect to Hotel IBIS Paris, the demands
of their consumers have been illustrated below:
Probable consumers Preferences, wants & requirements

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Teenagers Musical nights, eye catching interior, unique food presented in
impelling manner and game zone.
Couples Private space, loving & romantic interiors, enhanced atmosphere
and good food.
Business class Quick check-in and check-out process, protective & calm atmos-
phere, video conferencing, leisure services and facilities such as
projector.
Family Value for money as well as time, good environment, attractive in-
teriors, services at reasonable prices, space and good dining.
According to analysis which is provided above, all the probable customers of Hotel IBIS
Paris have been identified along with what they expect to have with respect to their wants,
requirements and preferences (Cambra-Fierro, Melero and Sese, 2015). For this, customer care
manager needs to develop strategies and policies so that they can captivate their consumers in an
effectual manner. For an instance, teenagers will be attracted when they see images on the menu; it
will attract them and when prices at which they are offered will impel them to make more orders.
On other hand, business class individuals opt for places where they can have their meetings in an
appropriate way within any kind of disturbance and in a proficient manner. Furthermore, they need
calm and safe for their business. Therefore, it is important for customer care manager of restaurant
of Hotel IBIS Paris to make use of strategies as per needs, requirements and preferences of their
probable customers. This will aid them to acquire more number of individuals towards services
offered by them. Through this, they can retain their customers for longer duration of time and
ensure their sustainability.
P2 Investigate distinct factors which drive as well as impacts customer engagement within Hotel
IBIS Paris
They emphasise on different range of customers for reaching their goals but this is only possible by
formulation of effectual strategies as well as plans which will enable to meet requirements, wants
and preferences in an effective manner (De Keyser and et. al., 2015). The reason for this is that
when customers visit the place they want to have value for money as well as wish there needs are
accomplished in an effective manner. With respect to restaurant of Hotel IBIS, they need to focus
on following group of customers who expect different services. They have been illustrated below: