Report on Customer Value Proposition of Four Seasons Hong Kong Hotel

This report provides a comprehensive analysis of the customer value proposition of the Four Seasons Hong Kong. It begins with an executive summary outlining the hotel's unique approach to customer service and its differentiation within the hospitality industry. The report then defines the concept of customer value proposition, emphasizing its importance in attracting and retaining customers through exclusive services. The core of the report focuses on the service blueprint of the Four Seasons Hong Kong, detailing customer actions, physical evidence, employee roles, and support processes. It distinguishes between front and back-stage operations, highlighting how each contributes to the overall customer experience. The report also includes recommendations for enhancing the hotel's customer value proposition, such as increasing the variety of dishes offered. Overall, the report underscores the hotel's commitment to providing exceptional services and maintaining a competitive edge in the luxury hotel market.

Running Head: CUSTOMER VALUE PROPOSITION 1
Customer Value Proposition

Customer Value Proposition 2
Executive Summary
The present report discusses the customer value proposition of Four Seasons Hong Kong, a
premier hotel in Hong Kong. It is one of the leading hotel and retains the customer base by
providing exclusive services to the customers. The customer value proposition of the
organization makes it unique and differentiates it from other leading organizations in the
hospitality industry. The service blueprint of the organization is discussed in the present report
which highlights the exclusive services provided to the customers. The hotel rooms provide
excusive view of the harbor and provides exceptional culinary services to the customers. The
report has recommended that the organization should increase the number of dishes provided to
the customers.

Customer Value Proposition 3
Table of Contents
Part A...............................................................................................................................................4
Introduction..................................................................................................................................4
Definition of Customer Value Proposition..................................................................................4
Conclusion...................................................................................................................................6
Part 2................................................................................................................................................6
Service Blueprint at Four Seasons Hong Kong...........................................................................6
Service Blueprint of the Hotel.....................................................................................................8
Customer Action......................................................................................................................8
Physical Evidence....................................................................................................................9
The Action of the Employees..................................................................................................9
Support Process.....................................................................................................................10
Front and Back Stage Functions............................................................................................10
Front Stage Operations of Hotel............................................................................................11
Backstage Functions..............................................................................................................11

Customer Value Proposition 4
Customer Value Proposition of the Hotel..............................................................................12
Recommendations for Improving the Customer Value proposition of the Hotel..........................13
Conclusion.....................................................................................................................................14
References......................................................................................................................................16

Customer Value Proposition 5
Part A
Introduction
The customer value proposition is an important concept which refers to the value
extended to the customers while selling the product or service. In the service industry, the
customer value proposition refers to the services and offering which makes a product unique. It
also distinguishes the organization from its competitors (Ulrich & Brockbank, 2005). It helps in
transmitting the message that the organization is unique and the customer can avail several
benefits by buying the product of the organization. The customers buy the product from the most
valued brand or they buy the product through which they can avail the maximum benefits.
Definition of Customer Value Proposition
A customer value proposition can create value to the product or service offered to the
customers. The primary objective of the business organization is to deliver real value to the
customers. Several factors such as addition of economic value, growth and different performance
measures are essential in delivering the value to the customers. The customer value proposition
is significant as the customer make the purchase decision Based on their perceived value of the
brand or the product, the customers make decisions to buy the product (Osterwalder, Pigneur,
Bernarda, & Smith, 2015). There are several factors such as the perceived quality, product
quality, service quality or the price of a specific product which plays a critical role of the
purchase decision of the customers (Nasution & Mavondo, 2008). There are several aspects

Customer Value Proposition 6
which play a crucial part in developing a value proposition for the organization. It includes
understanding of the goals, mission and other strategies of the organization and using it to deliver
superior value to the customers. It will allow the organization in attracting new customers,
retaining older ones and delivering significant profits to the customers.
The customer value proposition refers to the total sum of benefits which are offered by the
supplier to a customer. The customer pay a specific amount of money and receive a specific
value from the vendor. In the marketing activities, the customer value can be defined as the value
or the reason why a customer can buy a specific product or service. The customer value
proposition is specifically targeted towards the potential customers and other stakeholder groups
such as employees, business partners or the suppliers (Kordupleski, 2003). The customer value
proposition is specifically defined so that the customers can be convinced that a particular
product can bring more value in the lives of the customers.
The value proposition can also distinguish a product from that of the competition. In the present
competitive era, it is important for the business organizations to distinguish themselves from the
competitors. It is important that the organization distinguishes itself from its competitors. The
business organization should develop unique selling points which attract the customers towards
the organization (Ulrich & Brockbank, 2005). The customer value proposition is a concise
statement which gives a message to the customers. It states why a specific product can bring
more value in the lives of the people. There are several ways to develop the competitive
advantage of a business organization, namely, promoting the superior features of the business

Customer Value Proposition 7
organization, secondly, by promoting the differences with the competing organization or by
focusing on the unique selling points of the organization.
Different authors have provided different definition of customer value proposition. It can be
defined as the perceived value of the product by the customers. The customers develop their
perception after the evaluation of the services provided, product quality and the product price.
Conclusion
It can be concluded that the organization should develop its customer value proposition
while offering services or products to the customers. The customer value proposition is essential
in developing the core competency of the organization. The value proposition sheds light on the
extra value and benefits of the organization. It assist the companies to differentiate a brand from
the others. The customers can select the most valuable brand which can offer it with the benefits
and the advantages. The customer value proposition can increase the sales and the profitability of
the organization.
Part 2
Service Blueprint at Four Seasons Hong Kong
Four Seasons Hong Kong is one of the premier hotel industry organization in Hong
Kong. It is located in one of the best destination in the country at the central district. All the hotel
rooms have a spectacular view of the harbor and it also offers exceptional dining options to the
customers. It has about 399 guest rooms which includes 54 luxury suites with captivating view of

Customer Value Proposition 8
the city. The Victoria Harbor, Kowloon and the Peak are the captivating panoramas of the city.
The accommodation and the rooms are well-equipped with state-of-art technology and sleek
western style. The walls and the entry foyers are designed appropriately with the silk-paneled
walls, Chinese furnishing and authentic ink paintings.
The organization has a service culture which cannot be replicated. The goals, beliefs and the
principles of the organization are different and promote the service oriented culture within the
organization. It has developed an ethical culture within the organization wherein the organization
abides by applicable ethics and laws. The ethical standards can prevent the bribery and
corruption in the organization. It also evaluates the risk in the operations of the organization. The
hotel has two restaurants which have received Michelin stars which offers unique dining
experience under a single roof.
It has a 24-hours fitness center which analyzes the spectacular view of Victoria harbor
from the glass ceilings. It offers several cardiovascular machines, LCD, touch-screen television,
headphones which can be used for providing training to the users.
Four Seasons Hotel Hong Kong has been successful in attracting the customers from all
across the globe. It has a feng shui fountain which shows the traditional culture of the country. It
is an award-winning hotel which attracts the customers with the spectacular views and the aura
of exclusivity (McHugh, 2017).
The hotel is located at the heart of the city in an exclusive corner which removes it from
the business and the crowd of the main city. The hotel has its entrance to the International

Customer Value Proposition 9
Finance Centre (IFC), and has links to the major centers, business districts, ferry terminals and
walkways. The style and character of the place makes it quite unique and attractive. The huge
glass lobby creates a luxury hotel ambience for the hotel. The reflection from the harbor creates a
unique ambience for the restaurant and the hotel. It has an underwater music, beautiful pool and
a spa. These features makes it unique proposition in the future. As the hotel is designed as a
luxury hotel, it hotel management assures to provide excellent services to the customers. The
luxury cosseting and services are a norm at the place (Barnes, Blake & Pinder, 2009). It also has
gym facilities which is opened 24 hours in the service of the people. Other than that, there are
several tai chi services which are arranged on the weekends. The hotel also arrange free dining at
the top of the building for the exclusive guests. The hotel also has several decorate, bright rooms
and the city view is exclusive when there are deep baths and walk-in showers (McHugh, 2017).
There are several places to dine and drink in the country. The Chinese restaurant has three
Michelin stars and amazing décor. Other than that, the country has several dining options at a
lower range.
Service Blueprint of the Hotel
The hotel is one of the prime hotel in the Hong Kong city. It provides exclusive
services to the customers. The hotel has four Michelin star and provides exclusive services to the
customers. The service blue print is an official document which comprises of all the services
provided to the customers, right from the moment they enter the hotel. The service blueprint is a
document which provides human resource actions, services provided and the infrastructure
which assist in providing the services to the customers.

Customer Value Proposition 10
Customer Action
The customer actions refers to all the actions which are taken by the customers while
encountering the services. The customer action begins from the moment they enter the hotel.
Exclusive services are provided to the customers once they enter the hotel.
Physical Evidence
The physical evidence refers to the services which influence the perception of the
customers. It is the interaction of the customers with the hotel staff which influence perception of
the customers regarding the service quality. The physical staff entails various elements such as
infrastructure, ambience and other factors which may impact on the business of the hotel.
The Action of the Employees
The action of the employees influence the perception of the customers regarding the
services provided to the customers. All the customer-employee interaction which takes place, can
be categorized into visible ad non-visible interactions. The non-visible actions refers to the
interaction on the telephone or the emails.
The visible contact refers to the face to face communication between the employees and the
customers. In the visible actions, the employees directly communicate with the customers and
are able to grasp the reaction of the customers. They are able to modify their response or
behavior according to the reaction of the customers. It refers to the communication at the front
office, with the housekeeping staff, staff present at the various facilities of the organization.

Customer Value Proposition 11
Support Process
The support process can enhance the service delivery and the communication
process between the customers and the employees. Several processes such as HR, finance,
infrastructural support can encourage the proper and efficient interaction of the employees with
the customers. At the present time, continuous and 24 hours internet services are essential in
delivering the customers with the efficient services.
Front and Back Stage Functions
The operations of the hotel industry can be divided into front stage and the back stage
operations. The front stage operations involve the direct interaction with the customers. On the
other hand, the operations which does not involve direct interaction with the customers are called
backstage operations. The backstage operations deals with the support services such as human
resources, accounting and other operations. No direct encounter occurs with the customers;
however, they are essential in the operations of the organization. They are also integral in
imparting efficient services to the customers.
Front Stage Operations of Hotel
As discussed above, the front stage functions are essential part of the service delivery.
The frontline interactions occur at the reception and with the housekeeping staff of the
organization. It is important that the frontline staff greets the customers cordially and make them
feel like at home.

Customer Value Proposition 12
Backstage Functions
As discussed above, the backstage functions of the organization does not involve direct
customer-employee communication, nevertheless, it is important for successful operations of the
organization. These operations are vital for successfully running the business organizations. It
involves the management of the human resources and the finances of the organization.
Customer Value Proposition of the Hotel
Four Seasons Hong Kong is a four star hotel and provide excellent services to the customers
during their stay. The customer value proposition is important in developing the customer base
of the organization. The target market of the hotel is the international tourists who have a lot of
time to spare at the leisure activities. It has designed the interior of the hotel in such a manner so