Customer Service Management for Tourism and Hospitality: A Report

This report examines customer service management within the context of the tourism and hospitality industry, specifically focusing on Hothorpe Venues, a wedding and conference center. The report delves into the customer's service journey, from arrival and attendance at wedding ceremonies to the impact of COVID-19 on consumer trends. It analyzes physical evidence of the service journey, the importance of "on-stage" and "back-stage" interactions with team members, and the role of support processes. The report also considers the implementation of social distancing measures and provides recommendations for improving customer service. Key topics include consumer trends such as contactless technology, Insta-worthy designs, and personalized experiences. The report highlights the importance of understanding customer expectations, managing physical evidence, and ensuring effective communication to enhance customer satisfaction and brand value.

CUSTOMER SERVICE
MANAGEMENT FOR
TOURISM AND
HOSPITALITY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................4
Customer’s service journey for arrival and attendance at the wedding ceremony and reception4
Physical evidence of the service journey.....................................................................................5
The “on stage” interactions with team members.........................................................................5
The “back stage” interactions......................................................................................................6
The support processes..................................................................................................................7
Knowledge to a service blueprint diagram..................................................................................8
Social distancing measures are implemented..............................................................................8
CONCLUSION AND RECOMMENDATIONS............................................................................9
Conclusion...................................................................................................................................9
Recommendation.......................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Hothorpe Venues this hall currently works for the wedding hall and conference centre.
The organization have large size of employee and many more services or accommodation for
their customer. While this could led for having huge amount of income sources. Due to having
the Covid-19 this have been seems that Hothorpe Venues have to pay huge losses for wedding
and conference halls (Welcome to Hothorpe, 2021). Through which they are more suffering and
employee. For having the customer organization needs to take the blueprints while in which they
can easily make their customer. Along with this also important for knowing the demographic and
many other segment in which the customer can easily make their attraction and make sure about
those things which could be important for them. Demographic profile means the way in which
the business include the customer size, number of employee and many other things that could
make the organization or working with having the effective manner. In demographic profile of
Hothorpe Venues customers include the family or businessman, while through which they can
make their customer range and that could be easily availability for those things which could be
important for them in keeping their customer longer. The company offers wedding, corporate
meeting, function and many other things. While at time of having Covid-19 the organization
have set up their business and make sure about the things which could keep their customer safety
and make some of the rules of their employee (Khan and et.al., 2020). Consumer trends deals in
the new behaviour or new attitude or opinion or can be a new expectation of the consumers
dealing with specific company or industry in the countries like UK. Consumer trend canvas is
used as an easy to follow framework which helps in unpacking and understanding any consumer
trend and also helps in launching successful consumer facing innovations of the company. The
consumer trends keep changing according to the time and situations of the country. The
pandemic of COVID-19 affected the consumer trends greatly for the hospitality companies like
Hothorpe Venues. The major consumer trends observed in this critical time of pandemic include
going contactless which means use of technology in contactless payments, biometrics and voice
controls, mobile check-in etc. Another consumer trend observed is the making use of big data by
the companies for example AI chat-bots can be considered as customer service asset and also
easily responding to the queries of the customers and guests (Li, Yao and Chen, 2021). Insta
worthy designs are also becoming the consumer trends as the people are finding photogenic
places in the hotel so that they can post the best pictures on the social media. Also, the people

nowadays are expecting individual treatment from the hotels so the hotel can also make use of
tools like Zoho or Mailchimp which can help in ensuring specific communication to highly
targeted audience. The likely expectations of the customers of Hothorpe include purpose
experiences and essentialism, sustainability, virtual and augmented reality, personalisation,
delivering with a twist, automation and technology use, measures against pandemic and many
other expectations which decreases the risks of pandemic of COVID-19 and also helps in
meeting up the issues due to pandemic. This will help in satisfying the clients and guests and
will also help in increasing the brand value of the hotel Hothorpe venues.
MAIN BODY
Customer’s service journey for arrival and attendance at the wedding ceremony and reception
The customer journey while having the pandemic they mostly think about the less
member for having at their wedding. While this could be also important in knowing about the
things which are important for making the better arrival and easily make sure about those things
from they can keep their customer arrival and attending wedding (Babatunde and et.al., 2021).
Customer should also take their health and safety priority while through which they can easily
attend over the wedding. Customer also required to follow the thermal screening at time of
entrance and filling up the declaration form that have been given by the Hothorpe venues. they
should carry the necessary thing with them such as sanitizer, mask and face shield from which
they make their health safety. although, while having this they can make sure about other people
safety.
People should have the better precaution in which they can easily make their safety and
also make sure about keeping the social distancing while having any group function. While in
wedding there are many group function so for that Hothorpe venues should also care about those
things in which they cannot make their guidelines to be break (Sinclair and Read, 2021). This
might be also important for the customer in paying the digital bills through which no exchange of
money can be held or no infection will be spread. Good hygiene practice that could be followed,
social distancing for seating and services process. Along with the staff trained as per the wedding
guidelines and cleaning and sanitization must be important. While for which the customer can
easily feel themselves safe and make sure for enjoying the wedding.

Physical evidence of the service journey
Physical evidence for the customer in having the better wedding journey. This could be
such services which are being intangible, customer often on tangible or some physical evidence.
While for evaluating the services before its purchase and assess for making the satisfaction with
the services during the pandemic. While this might be also include all aspects for Hothorpe
venues physical facility as well as many other forms of having tangible communication (Su,
Nguyen-Phuoc and Johnson, 2021). Physical evidence can be such as parking, landscape and
interior design such as layout, decor, equipment etc. Some of the things that could make sure
about those thing which could be much better in having the high impact over the tangible
communication. The role of physical evidence can be packaging the product in such way while
having the image development and make sure for requirement that could make many things that
are to essential in having the goals and objective.
Facility for flow of the services delivery process in making the better estimation for the
services and products for which the customer can easily make their attraction. Manage consumer
in Hothorpe venues, socializes the customer and employee while for making the requirement for
having the pandemic (Vlačić and et.al., 2021). While the customer should also care about their
safety in which they can work and manage their easily lifestyles. Hothorpe venues need to also
provides the more intelligent, more interactive towards their consumer in which the safety and
many other things which are required in the pandemic. Physical evidence seems to be important
while for which the work and customer can easily managed and that are required to make their
decision for working with high quality of products and services.
The “on stage” interactions with team members
Onstage means in front of the customer, while through which customer can hear, see or
otherwise notice what have been doing. This could be part for having the better experiences
(Toporek, 2019). As the organization should think the better part for keeping the customer on
stage while through which they can make the better communication and make sure about them
for understanding. This could be also important in knowing about those things which could be
important in knowing about the strategies in which the customer can easily come to know about
the organization goals and objective. Onstage team members seems to be more important
because this could make customer blueprint in having the many terms and policy.

As they have direct customer relation and this could include the marketing, direct calls,
Emails or Inbox in which they can make their customer more satisfied. While this could be
important in knowing about the customer requirement and surety for those important in making
their better relation and make their customer to know about the various things. While having the
effective team member the organization can easily manage their work and make sure for those
thing that make the satisfaction level (Spady, 2021). While having the onstage team members
that could make their proper and process in managing work and also make sure about their
effective products and services which are must be required for their customer. Onstage is being
so important because it sets all about the expectation ad when in front of customer. This could
also Hothorpe venues in making their customer satisfaction and make sure about their working
process and how they are dealing with the situation.
The “back stage” interactions
Backstage means that not in the front of the customer. As they cannot see, hear or notice
about what things are going. Backstage is more not have experience for facing the challenges in
customer. But this is could be more important for making the leader in understanding about the
team members and require for developing standards and design better customer experience.
While this can use the social media, advertisement, hoarding etc (Thompson-Whiteside, Turnbull
and Howe-Walsh, 2021). Through which they do not have direct communication with the
customer. In having the backstage this could also play the role but not having the direct contact
with the customer and they can get their feedback through having the online forms. While this
could be also important for the organization in knowing about the various things in which they
can manage their work and also make their effective goals and objective.
The social media platforms and many other things that could not being perform in the
front of the customer. While having the strategies and also how they are dealing with the
situation this cannot be seen by the customer. The backstage is also important for which the
people can easily come to know about their products and services through having the online
process. Although this could be also important in knowing about those things which could be
important in knowing about the things which could make the strategies and also come to know
about the valuables things (Wróblewska, 2021). Interaction must be important while for having
the estimation in making the customer experience and also make sure about the customer
requirement for which the backstage team members can work. In social media, advertisement

this could be necessary for which the things could be established and make sure for the valuable
things.
The support processes
Support journey mapping can involves the looking all those possible touch points that
customer can have their support desk. This could be also important in knowing about the things
that could seem to be play the effective role. This might also involves the self-services, calling to
support team, emails or chain to resolution (Kapoor and et.al., 2021). Therefore, the support
process must be important while for knowing about the various factor which could be important
for making the customer experiences. Many touch points seems to be involved in having
multiple entries. While having the support team through which the customer can make their
proper working decision and easily make sure for those things that can make the valuable for
their process.
Touch points also known as any times customer can contact about their branding. While
Hothorpe venues the supporting towards their customer while through which they can make their
working process more better and that could be easier in knowing about the various issues about
what situation what they are facing. Along with this also led for having the better growth and
make their development for which the support team must be required and also make sure about
the various thing (Nichifor, Trifan and Nechifor, 2021). From which the management in
Hothorpe venues can make their strategies in which the working and manage their working
products and services. Support process in which customer journey while for working and
managing their branding products and make their contact from which the customer can easily
contact. Supporting process can occur between the customer and organization into account.
While this also led for having the online feedback and make their goals and objective for their
customer.

Knowledge to a service blueprint diagram
Social distancing measures are implemented
Social distancing is also known as physical distancing while in having the wedding at
Hothorpe venues as manager should required to follow the rules and regulation which have been
given by the national guidelines. While this might be also important in keeping about the
valuable thing and easily make about their customer for making their social distancing in any
wedding function. In maintaining the social distancing this could break down the distance
between the people and make sure for reducing the chain of the infection (Kumar and et.al.,
2021). In the above section, the backstage interaction could help the Hothorpe venues for having
the better customer satisfaction. While in which they can create the websites for having the
proper interaction in customer. Due to having the pandemic the online section factor can be used
for making the customer relation and that could be seems to be important for working and make
sure for those things in which the customer can make sure about their products and many other
services.
Social distancing measures are most effective when the infectious disease are via through
having the one or more of the following methods, direct physical contact or indirect contact.

While this could being so important in knowing about the various factor for which the managing
work and make sure about the people for keeping the social distancing. The measure are
effective for which the work and make their things for working with having the proper
management in keeping their social distancing from one individuals (Zhu and et.al., 2021).
Authorities are also engaged or mandated for knowing about the pandemic and this could be also
important for having transmission likely to be spread over the short distancing than having the
long ones.
CONCLUSION AND RECOMMENDATIONS
Conclusion
From the above report it had been seems that, hotels are looking back for having the
development. While for this could be also important for knowing about the government guideline
in which they can make their business. While having the proper estimation in timing and make
the rules for following the instruction that have been given by the government. Hothorpe venues
needs to make some of the rules and regulation for keeping the proper social distancing in which
they make sure about their client and employee. This could be important in knowing about those
things which could be important for them in knowing about some of the more valuable things.
The hotels have decided for keeping the foot distance between individual for having the current
recommendation while for reducing the transmission of Covid-19. Individual should apply for
having the social distancing in which the Hothorpe venues can easily make sure for those things
which could play the effective role in having the high terms for their customer. This have been
also said that while keeping the social distancing the infection can be control and spread slow of
the disease by minimising the close contact with many people. In Hothorpe venues this could
also play important role for keeping their customer and employee safety in which they can make
the proper process working on government timing and metrics. Therefore, this have been also

seems that blueprint through which measuring for becoming customer attracting and make them
for having the long term.
Recommendation
This have been suggested that Hothorpe venues should make the guidance in which they
can easily have their better wedding function. While this can be happen in keeping the use of
open floor or outdoor venues. In hosting the outdoor ceremony that could led for having the fresh
and better air. This could also help them for making their customer and employee for working
with having the effective manner. In Hothorpe venues they can make the use of sanitizer and
better branding hand wash. Through which the clients and many other people can easily use of
them. While in present time Hothorpe venues should allow the less member on their wedding
through which this could be easier for keeping the social distancing. Along with this they can
also make the proper use of mask for which the proper estimation for following the rules and
regulation have been given by the government. In outbreak Hothorpe venues can make the use of
online payment mode and also look for sanitizer station and make use of them before going into
dining halls, restaurant or bars. Maintain at one distance from the staff and other guests.
Moreover, the mask must be compulsory for them and national guidelines on the use of masks.
While making the proper use of guidelines this could also play their effective role in making the
safety and make sure about the various thing which could be important for them. While Hothorpe
venues should come to know about the valuable thing in which the clients and employee can
easily work.

REFERENCES
Books and journals
Babatunde, A. and et.al., 2021. Working with emotions: cultural employee perspectives to
service management expectations. Employee Relations: The International Journal.
Kapoor, K. and et.al., 2021. A platform ecosystem view of servitization in
manufacturing. Technovation. p.102248.
Khan, A. and et.al., 2020. COVID-19 and sectoral employment trends: assessing resilience in the
US leisure and hospitality industry. Current Issues in Tourism. pp.1-18.
Kumar, A. and et.al., 2021. Drone-Based Social Distancing, Sanitization, Inspection, Monitoring,
and Control Room for COVID-19. Artificial Intelligence and Machine Learning for
COVID-19. pp.153-173.
Li, Y., Yao, J. and Chen, J., 2021. The negative effect of scarcity cues on consumer purchase
decisions in the hospitality industry during the COVID-19 pandemic. International
Journal of Hospitality Management. 94. p.102815.
Nichifor, E., Trifan, A. and Nechifor, E.M., 2021. Artificial intelligence in electronic commerce:
Basic chatbots and the consumer journey. Amfiteatru Economic. 23(56). pp.87-101.
Sinclair, I. and Read, R., 2021. A Timeline of The Plague Year: A Comprehensive Record of the
UK Government’s Response to the Coronavirus Crisis.
Spady, M., 2021. Captain and Stoker: Exploring Tandem Performance Through New Instrument
Design and Implementation.
Su, D.N., Nguyen-Phuoc, D.Q. and Johnson, L.W., 2021. Effects of perceived safety,
involvement and perceived service quality on loyalty intention among ride-sourcing
passengers. Transportation. 48(1). pp.369-393.
Thompson-Whiteside, H., Turnbull, S. and Howe-Walsh, L., 2021. Advertising: should creative
women be expected to ‘fake it?’. Journal of Marketing Management. 37(3-4). pp.294-
319.
Vlačić, B. and et.al., 2021. The evolving role of artificial intelligence in marketing: A review and
research agenda. Journal of Business Research. 128. pp.187-203.
Wróblewska, M.N., 2021. Research impact evaluation and academic discourse. Humanities and
Social Sciences Communications. 8(1). pp.1-12.
Zhu, Y. and et.al., 2021. The impact of social distancing during COVID-19: A conditional
process model of negative emotions, alienation, affective disorders, and post-traumatic
stress disorder. Journal of affective disorders. 281. pp.131-137.
Online
Toporek, A., 2019. WHAT ARE THE ONSTAGE AND BACKSTAGE IN CUSTOMER
EXPERIENCES? [Online]. Available through:
<https://customersthatstick.com/blog/customer-service-training/what-are-onstage-and-
backstage-in-customer-experience-2/>
Welcome to Hothorpe, 2021. [Online]. Available through: <
https://www.hothorpe.co.uk/#:~:text=Boasting%20an%20idyllic%20rural
%20setting,you%20realise%20your%20perfect%20day.>
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