Managing Customer Experience in the Hospitality Industry

Unit 02: Managing Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Value and importance of understanding the needs, preferences and customers wants for the
Hospitality industry.....................................................................................................................1
P2 factors that influence the customers engagement within the hospitality sector.....................1
M1- How customer engagement factors determine customer on boarding strategies.................1
D1 Range of different target customer groups needs an expectation in terms of customer
engagement..................................................................................................................................1
LO2..................................................................................................................................................1
P3- Customer experience map for the selected service organisation..........................................1
P4- How the customer touch points Help to create experience for the customers and create
business opportunities..................................................................................................................1
M3- covered in p2........................................................................................................................1
D2- covered in p3........................................................................................................................1
LO3..................................................................................................................................................1
P5- How digital technology is employed in managing the experience for the customers in the
service sector...............................................................................................................................1
M3- Evaluate how digital technology employed in managing the customer experience............1
M4- Advantages and disadvantages of CRM system..................................................................1
LO4..................................................................................................................................................1
P6- illustrate Customer service strategies and specific service sector.........................................1
P7- Demonstration of how the customers service strategies helps to create good experience for
the customers and ways to meet the customers needs.................................................................1
M4- Application of customer service strategies and recommendation of improvement.............1
D4- Delivery of customer service strategies and communication justify making valid
recommendation..........................................................................................................................1
Conclusion.......................................................................................................................................1
REFERENCES................................................................................................................................1

INTRODUCTION
Customers experience plays important role in the hospitality industry and companies
prefer to create good experience and satisfy their customers thorough the product and services
they provide. Without creating a good experience for the customers company cannot take the
competitive advantages or successfully in their business.
This report will cover the study of Hilton Hotel & Resort which is American
multinational find of full services related to the hotel and resort. They are mainly know for their
unity services and hospitality to their customers.
This report will explain the needs and exactions of the market segment of services
industry. It will explore the customers experiences map to create the business opportunities and
optimize the customers touch points. It will also investigate the impact of digital technology in
the customers relationship management. In the end of this report will applicably the effective
customer experience management within the Hilton Hotel to maximize the customer services.
LO1
P1 Value and importance of understanding the needs, preferences and customers wants for the
Hospitality industry
Understanding of the customers needs , demand and the preferences is important and v
value for the Hilton Hotel because it can provide them various benefits and company will able to
grow their business (Kandampully, J., Zhang, T. C. and Jaakkola, E., 2018.). customers are most
important part of organization and especially for the Hospitality industry where Hilton Hotel is
operating their business (Bolton., and et.al., 2018). Gaining the importance to the customers need
and their demand can provide some of the benefit to the Hilton Hotel like-
Loyalty of the customers
Provide the best possible the quality and fats accommodation services by the employees f
the Hilton Hotel can help them to gain the loyalty of the customers. Customers get happy from
the company then they also get loyal with the company and stay attach with the brand for the
long time. Customers will also prefer their friends and their family members about the Hilton
Hotel that shows how end it is for the organizations to fulfil their customers needs and want.
Helpful in brand development
In order to develop or improve the quality of a brand leaders and managers of the Hilton
Hotel must consider the needs of their clients. If from their market research the discovered that