Report on Customer Experience, Service Strategies: Hilton Hotel Visit

This report presents an observation-based analysis of the customer experience at a Hilton Hotel. The report details the ambiance and first impressions of the hotel, noting its luxurious atmosphere. It then assesses key aspects of customer service, including signage, pricing, the range of products offered, staff interactions, service timeliness, supplementary items, and transaction processes. For each area, the report highlights positive and negative observations and proposes recommendations for improvements, primarily focusing on enhancing customer service strategies and overall customer experience. The report concludes with an evaluation of the overall customer journey and suggests areas for potential enhancements within the hotel’s operations, aiming to improve customer satisfaction and loyalty.

on P7 Need to write about a place where visiting and note
observations
customer service strategies of a specific service sector organisation in
creating the customer experience and make recommendations for improvement
Observations
Name of hospitality business visited:
Hilton Group
Date and time of visit: 8/12/2018 10:00 Am
Ambience and First Impressions
As you walk into the outlet, what is the immediate
impression of its atmosphere? What words spring to mind if you try to describe
the general surrounding?
It was beautiful and luxurious.
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
The ambiance and surrounding
was very positive and luxurious.
The frond office was not directly
accessible
I will make the front office
accessible.
Signage, Tariff Boards, Labelling, Etc.

How does the business convey to the customer the products
that are available? Are they clearly
priced?
The products and services were clearly accessible conveyed and prices were visible
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
The prices were very clear and
reasonable -NA- Will apply the same approach as
applied by Hilton Group.
Prices
What is your reaction to the prices? Do they seem at the right level for the
establishment? Are they too high, or too
low? How is the pricing information
shared with the customer? Did they give
you a receipt; was this clearly laid out with the VAT number easy to find?
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
The prices were good.
-NA-
NA-

Range of Products
What do you think of the range of products on offer? Was there too much choice, or too little? Is the
range what you expected? Are there missing
items, in your opinion? Which items do
you believe it is essential for this business to stock within its range?
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
Hilton hotel provide a good range
of products NA- I will also incorporate the similar
product range.
Staff
How many staff are present? Does it seem to the right number?
What do they look like (uniform, friendliness, etc.)? Are they cheerful,
welcoming, happy, miserable, alert, or daydreaming? Do they seem to know what
they are doing? Is there a management or supervisory presence? What interactions did you have with
them? Were these positive?
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?

The staff of hotel was supportive NA- Will train the staff accordingly.
Time
How long did it take to get served? Did this seem fast or
slow? Was there a queue? How quickly was the queue dealt with before
you got to the front?
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
Services were timely served
NA- NA-
Supplementary Items
Did you find it straightforward to find what you wanted to
go with your meal: cutlery, napkins, condiments, etc.?

Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
Itwas good
NA-
NA-
How was the transaction carried out? What sort of system did they use? Could they take contactless
payment?
Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
It accepts all the operations and
transaction measures. NA- NA-
Anything Else?
During your visit was there anything else that particularly
stood out (good or bad)?

Things that I
observed that were positive, or
good?
Things that I
observed that were negative, or
bad?
What would I
change if this was my business
(M4)?
Things that I
observed that were positive, or
good? "
Things that I
observed that were negative, or
bad?
What would I
change if this was my business (M4)?