This report provides a detailed analysis of the customer journey at Dukes Hotel London, a luxury hotel in the UK. It begins with an executive summary highlighting key findings, followed by an introduction that outlines the hotel's target consumers and current industry trends, such as reducing carbon footprint. The report then delves into the customer journey, examining stages from arrival to check-in, emphasizing the importance of health and safety measures like sanitization tunnels. It explores the physical evidence of the hotel's servicescape, including social media presence. The report further investigates 'on stage' and 'back stage' interactions, emphasizing staff roles. It discusses support processes and actions, and applies knowledge to a service blueprint diagram, identifying how social distancing measures are implemented, especially in areas like lifts. The conclusion summarizes the hotel's successful adaptation to pandemic-related challenges, with recommendations for continued improvement. The report references various academic sources, including studies on consumer behavior, social distancing, and hospitality trends, to support its analysis.
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