Rosewood Hotel: Customer Service Strategies and Customer Experience

This report provides a comprehensive analysis of Rosewood Hotel's customer experience management. It delves into the application of digital technologies, including CRM systems and online platforms, to enhance customer interactions and satisfaction. The report examines how these technologies are utilized to acquire and retain customers within the competitive hospitality industry. Furthermore, it explores the customer service strategies employed by Rosewood, evaluating their impact on fulfilling customer needs and building lasting relationships. The analysis covers the importance of customer feedback, emotional connections, and the creation of a clear customer experience vision. The report also addresses the hotel's response to the COVID-19 pandemic, highlighting its commitment to health, safety, and customer care through various initiatives. Overall, the report offers valuable insights into Rosewood Hotel's approach to customer service and its efforts to maintain a competitive edge in the luxury hospitality sector.