Understanding and Enhancing Customer Experience Assignment

Understanding and
Enhancing Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1 Why hotels carries out market segmentation and customer profiling activities to determine
its target market...........................................................................................................................1
2 Different ways in which customers can be profiled and how needs, wants and expectations
of the target market drive the product and services....................................................................2
3 Drivers of customer engagement across a range of different target customer group of hotel. 3
4 Conclusion ...............................................................................................................................3
TASK 2............................................................................................................................................4
1 Fully document the customer's journey from first contact with hotel to exit...........................4
2 Identify all of the touch points when customers interact with the business ............................4
CONCLUSION................................................................................................................................5
REFRENCES...................................................................................................................................6

INTRODUCTION
Hospitality is the widest and fast growing sector of the economy. For them it is necessary
to understand as well as enhance experience of customers so they can provide better services.
Because satisfaction of guest and clients play important role service sector industry (Peppers and
Rogers, 2016). This report is based on hospitality sector organisation of UK which is named as
The Landmark London. It is 5 star hotel which opened in 1899 and its location is 222
Marylebone Road, city of Westminster, London, England. Below mention assignment is going to
explain different customer segmentations, drivers of customer’s engagements. Along with this,
customers experience map is highlighted.
The Landmark London is a five-star hotel on Marylebone Road on the northern side of
central London, England, in the City of Westminster. It was originally opened by the Great
Central Railway, as The Hotel Great Central. As one of London's railway hotels it declined after
the advent of the motor car, and served as a military convalescent home during the Second World
War, and later the headquarters of the British Railways Board. It reopened as a hotel in 1993
Address: 222 Marylebone Rd, Marylebone, London NW1 6JQ, UK
Phone: [phone]
Vision- Looking for past, present and future development of Travelodge by coming with creative
ideas of hospitality.
“To continuously provide the best hospitality asset management services in the market”
Philosophy- Our core values are
 People are number one
 Professionalism
 Clear focus on delivering results
 Trust and personal responsibility
 Transparency & integrity
Size- Organization is having almost 500 hotels in UK.
Customer base-
 Commitment & dedication to our stakeholders
 Effective communication systems
 Quality focused