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Understanding Customer Experience of Service

   

Added on  2020-10-22

10 Pages2485 Words359 Views
Induction- understanding andenhancing customer experience

Table of ContentsDay one ...........................................................................................................................................41) Explain why the hotel carries out market segmentation and customer profiling activities todetermine its ‘target market........................................................................................................42) Examine the different ways in which customers can be profiled, and how the wants, needsand expectations of the ‘target market’ drive the products and services offer of the hotel........63) Evaluate the drivers of customer engagement across a range of different target customergroups for the hotel.....................................................................................................................64) Conclude by reviewing the different strategies that are employed for on-boarding thesediverse customers........................................................................................................................75) Customer Experience Map......................................................................................................8.........................................................................................................................................................9REFERENCES .............................................................................................................................10

Introduction of companyHilton Hotels & Resorts is known as Hilton Hotels founded in 1919 at Virginia, United States.It is American multinational hospitality which has more than 570 properties in 85 countries and6 continents. It helps in provides visitors freedom to an experience so that they can stay for longperiod of time. It provides the better room facilities as well as accommodation services tovisitors or consumers.Company and its category location It is based on Hilton worldwide and located in United States.Vision or philosophy Its vision is to fill earth with warmth and light of hospitality.SizeThe size of hotel is large. Customer baseHilton hotel has strong customer base.Role of Guest relations Handle complaints satisfactorily- Manager responsibility is to handle complaints of guest andprovide them solution so that they can be satisfied from services of hotel.Provide right information to the clients – The main role of manager is to provide rightinformation to consumers about services, travelling packages and others.Day one 1)Explain why the hotel carries out market segmentation and customer profiling activities todetermine its ‘target marketHotel market segmentation helps in dividing market and target consumer into variousgroups to match with their behaviour, budget and need level (Bilgihan, 2016). Segmentationhelps in knowing about purpose of tour that can be leisure or business. Hilton Hotel carries outmarket segmentation to provide high quality goods and services to the customers. After doing

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