Using Data to Build Business Practice

This report examines the importance of renovation for a B&B hotel, using data collected from a customer survey to understand customer satisfaction and identify areas for improvement. The report analyzes the potential benefits and challenges of renovation and provides recommendations for the hotel to implement based on the survey findings.

Using Data to Build
Business Practice

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
DISCUSSION AND FINDINGS.....................................................................................................5
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Improvement is very important in each and every filed whether it is personal or it is
businesses. Renovation is the process of improving a broken, damaged or outdated structure in
order to achieve new aims and objectives of the company (Turner and Hesford, 2019). It has
been noticed or observed that now hotels are deciding to renovate in order to attract more and
more customer’s. Renovation in hotel is not only replacing old mattresses and furniture but much
more for gaining competition in the market. In this present report, A small B&B hotel is being
chosen for assessment. Hotel is planning to renovate the premises to raise the occupation rate of
room and increases in revenue. So, this preset report will collect the data from customers through
survey.
MAIN BODY
B&B Hotel is planning to bring renovation in order to enhance the customer satisfaction
which in turn increase the occupation rate and profitability of the company. So, the manager of
hotel is deciding to collect the data from customers through survey. The data which is collected
is primary research as it is fresh and first hand data. Manager collects the data from its own
efforts. In survey, questionnaire is used for identifying the perspectives and views of customers.
They are taking the views and perception on renovation from 25 customers of B&B hotel. With
the result obtained from the primary research, the managers of hotel will decide to renovate in
which areas or field and how much it is required (Mosgaard, Kerndrup and Riisgaard, 2016).
Questionnaire is one of the best way to collect information in decision making of the
business. It helps company to identify the perspectives of people on which company is going to
plan. Further, it is very easy and effective source for collecting information for the business.
QUESTIONNAIRE
Name of Organisation: B&B Hotel
Nature of Respondents: Customers
Age:
Gender:
1. How long you are connected with the company?
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 1 to 2 years
 2 to 4 years
 4 to 6 years
2. Are you satisfied with the services of B&B?
 Yes
 No
 Not Sure
3. Do you think renovation is very important for the hotel?
 Yes
 No
 Might Be
4. According to you, what is the impact of renovation on the performance of B&B hotel?
 Positive
 Negative
 Neutral
5. As per your opinion, what are the areas where renovation is majorly required?
 Accommodation department
 Food and Beverage department
 Front Office Area
 All the above
6. What according to you B&B can plan to renovate?
 Technology Advancement
 Interior
 Greeting Styles
7. Did you think renovation increases the occupation rate of B&B hotel?
 Highly Agree
 Agree
 Neutral
 Highly Disagree
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 Disagree
8. What are the advantages of renovation to the business?
 Raise the Profitability
 Raise customer satisfaction
 Reduce Guest Displacement
 All the above
9. Do you think hotel should keep renovating?
 Yes
 No
 Not Sure
10. What are the challenges you think hotel will face through renovation?
 Highly Expensive
 Time Consuming
 Shut down of business during process
11. What do you recommend to hotel in context to renovation.
 Delegate planning
 Precise Time Management
 Ultimate Attention to current trends
 All the above
Theme 1: Maximum customers are connected with the company for last 2 to 4 years.
PARTICULARS RESPONDENTS
1 to 2 years 4
2 to 4 years 9
4 to 6 years 7
3

Theme 2: Maximum customers are satisfied with the services of B&B.
PARTICULARS RESPONDENTS
Yes 12
No 7
Not Sure 6
Theme 3: Renovation is very important for the hotel.
4
1 to 2 years 2 to 4 years 4 to 6 years
0
1
2
3
4
5
6
7
8
9
RESPONDENTS
Yes No Not Sure
0
2
4
6
8
10
12
RESPONDENTS

PARTICULARS RESPONDENTS
Yes 14
No 7
Not Sure 4
Theme 4: Renovation leads to positive impact on the performance of B&B.
PARTICULARS RESPONDENTS
Positive 11
Negative 9
Neutral 5
5
Yes
No
Not Sure

Theme 5: Entire areas of hotel required renovation.
PARTICULARS RESPONDENTS
Accommodation department 5
Food and Beverage department 7
Front Office Area 4
All the above 9
6
Positive
Negative
Neutral

Theme 6: B&B can plan renovation in technologies.
PARTICULARS RESPONDENTS
Technology Advancement 10
Interior 6
Greeting Styles 8
7
Accommodation
department
Food and Beverage
department
Front Office Area
All the above

Theme 7: Renovation increases the occupation rate of B&B hotel.
PARTICULARS RESPONDENTS
8
Technology Advancement
Interior
Greeting Styles
0
1
2
3
4
5
6
7
8
9
10
RESPONDENTS

Highly Agree 9
Agree 4
Neutral 1
Highly Disagree 5
Disagree 6
Theme 8 Raise customer satisfactions the major benefits of renovation.
PARTICULARS RESPONDENTS
Raise the Profitability 7
Raise customer satisfaction 9
Reduce Guest Displacement 5
All the above 4
9
Highly Agree
Agree
Neutral
Highly Disagree
Disagree

Theme 9: Hotel should keep renovating.
PARTICULARS RESPONDENTS
Yes 14
Yes 6
Not Sure 5
10
Raise the Profitability
Raise customer satisfaction
Reduce Guest Displacement
All the above
0
2
4
6
8
RESPONDENTS
Yes
Yes
Not Sure

Theme 10: Renovation is highly expensive and it is one of the biggest challenge for B&B.
PARTICULARS RESPONDENTS
Highly Expensive 11
Time Consuming 9
Shut down of business during process 5
Theme 11: Recommendations to B&B.
PARTICULARS RESPONDENTS
Delegate planning 4
Precise Time Management 5
Ultimate Attention to current trends 9
All the above 7
11
Highly Expensive
Time Consuming
Shut down of
business during
process

DISCUSSION AND FINDINGS
Theme 1: Maximum customers are connected with the company for last 2 to 4 years.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that maximum customers are connected with
the company for last 2 to 4 years. They are loyal customers of B&B. There are 7 customers who
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Delegate planning
Precise Time Management
Ultimate Attention to current trends
All the above
0
1
2
3
4
5
6
7
8
9
RESPONDENTS

said that they are using the services of H&B for last 4 to 6 years. Few customers are committed
to 1 to 2 years.
Theme 2: Maximum customers are satisfied with the services of B&B.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that maximum customers are satisfied with the
services of hotel. They suggest that hotel can go plan for renovation as this is one of the best way
to raise the level of satisfaction (Larson, 2017). On the other hand, 7 respondents are not
supporting as they are dissatisfied with the services. They said outdated services were experience
by them. Rest of others are not sure.
Theme 3: Renovation is very important for the hotel.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that it is very important for cited firm to plan
renovation (Xie and Shi, 2019). They said that customers are now highly aware of the services
and décor of hotel. Beside this, 7 respondents are against of this as they said renovation increases
the expenses a lot. Rest of other does not have proper answer.
Theme 4: Renovation leads to positive impact on the performance of B&B.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that renovation leads to positive impact on the
performance of hotel as 11 respondents are highly agreed. They said it will boost the customer
satisfaction which automatically raised the occupation rate and profitability (Psilovikos,
Papadopoulos and Doukas, 2017). Whereas, 9 customers said that renovation leads to negative
impact on the performance of hotel. This is because, renovation needs huge fund and investment
which is very expensive task for firm. Rest of other have neutral answer.
Theme 5: Entire areas of hotel required renovation.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that hotel needs renovation in all the areas such
as accommodation, food and beverage, front house offices etc. as 9 respondents are supporting
all the above options. They said that, hotel should set a Wi-Fi system in hotel, mobile app for
opening and closing doors, 24 hours check out and check in. Some respondents said that hotel
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can bring innovation in food and beverages department by offering dishes of many cultures and
regions like Indians, Italian, Cheyennes etc. Some people also said that front office area should
be well-designed by beautiful furniture and lobby.
Theme 6: B&B can plan renovation in technologies.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that 10 customers are supporting technological
advancement. They said that hotel could plan renovation in the area of technology like Wi-Fi
system in entire campus, online bookings and other applications (Mosgaard and Maneschi,
2016). 6 customers are supporting interior as they said that organisation should plan for better
interior in order to gain the attention of people like beautiful lobby, furniture, reception area,
luxury rooms etc. Rest of 8 customers are favouring to bring changes in greeting styles like
customers of India, Australia etc. should be greeted according to their culture and region. This
will raise the customer engagement with the hotel to the great extent.
Theme 7: Renovation increases the occupation rate of B&B hotel.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that renovation increases the occupation rate of
hotel as 9 people are highly agreed. They said that more rooms will be occupied if the services
are highly up-graded and advance. 4 are also supporting with the same reason. Beside this, 5
customers are highly disagreed as they said that services should be improved as because
occupation rate is influence by service quality not by renovation. Intangible things attract
customers emotionally as compare to tangible things.
Theme 8 Raise customer satisfactions the major benefits of renovation.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that renovation increases the customer
satisfaction as 9 are in favour with this option. They said that customers are now become highly
aware just because of internet as people switch to other towards luxury and affordable services. 7
customers said that it raises the profitability of hotel because occupation rate in increases by
renovation (Mark, 2018). 5 customers said that renovation reduces the guest displacement. Only
4 respondents are favouring all the above options.
Theme 9: Hotel should keep renovating.
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Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that it is very important that hotel should keep
renovating with the time It is because, these are very important to sustain in the market place as
well as to gain competitive benefits as supported by 14 people. Whereas, 6 customers are not
supporting as they said that if hotel keep going renovation it will lead to increase the cost of
operation which in turn raises the prices of services. Rest 5 are confuses and they do not have
proper answer.
Theme 10: Renovation is highly expensive and it is one of the biggest challenge for B&B.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was identified that there are various challenges faced by
organisations in planning for renovation. 11 customers committed that renovation is very highly
expensive task for company which is not sometimes small company cannot afford. 9 customers
said that renovation is very time consuming which is also one of the biggest challenge faced by
company (Liu and Corgel, 2017). Whereas, 5 said that renovation leads the business to be shut
down during the process like when renovation is for interior than the services are closed which
brings loss to the hotel.
Theme 11: Recommendations to B&B.
Interpretation: From the above survey conducted in context to business decision related
to renovation of B&B Hotel and it was recommended by customers that renovation requires
delegate planning, precise time management and ultimate attention to current trends as 9 are
supporting all the these options. It is because if planning is not done properly than renovation is
not successful (Hossain and Li 2016). On the contrary, if proper time should not be given than it
will also leads to mismanagement and loss to hotel. Further, renovation requires ultimate
attention to current trends like innovative application such as room lock key apps, check in and
check out application etc.
Thus, the above discussion comes to the conclusion that B&B hotel should go for
innovation as customers are highly supporting to bring changes in the entire operation either
tangible or intangible (Larson, 2017). It will be very beneficial for hotel if they will implement
these changes within organisation. B&B hotel should have to bring improvement in
accommodation facilities, quality of food should be offered to customers in rooms. Further,
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