Enhancing Customer Experience through the Home Concept in Hospitality

The document outlines the critical role of the home concept in modern hospitality management. It emphasizes how unique hospitality features and appealing environments motivate repeat visits and foster customer loyalty. The analysis recommends continuous innovation and staff training to align with industry trends. Additionally, it suggests further research into global hospitality practices to meet diverse customer needs effectively. Ultimately, integrating a home concept can significantly enhance a hotel's profitability by ensuring high service satisfaction.

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HOSPITALITY: HISTORY, POLITICS, AND CULTURE
Insert Name
Lecturer’s name
Course
Date

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Hospitality: History, Politics, and Culture
I have been contracted by Jo & Joe county lounge as a consultant to prepare a report on
ways in which commercial accommodation providers are making use of the home concept to
market their offering. Jo & Joe county lounge offers good accommodation with stylish and
spacious rooms with hot showers. There are a variety of rooms from single to double and family
occupancy rooms. Services offered range from dry cleaning clothes, wake up calls as preferred
by clients, clothes washing and newspaper delivery in the rooms. As such, the county lounge
management needs to find ways to improve on customer satisfaction as well add up to the
number of its target customers.
Letter of transmittal
Friday, September 29th, 2017
Dr…………………………………..
…………………………………………..
……………………………………………..
……………………………………
Dear Madam,
This is a report on ways in which commercial accommodation providers are making use
of the home concept to market their offering as a fulfillment of my course program. It is my
pleasure to present it to you.
This report has been prepared based on the data collected through questionnaires and
interviews conducted on various employees in different hotels and restaurants. This report is
based on information gathered that I found to be reliable in preparing the report.
I believe the topic is important in enhancing knowledge in the tourism and hospitality
industry .I regret any inconvenience found in this report, and I will appreciate being called upon
where clarification is required.

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Yours faithful,
………………………………….
………………………………..
………………………………….
……………
Executive summary
This report provides an analysis of ways in which commercial accommodation providers
are making use of the concept of home to market their offering. The methods of data analysis
include qualitative research technique whereby questionnaires were presented, and interviews
were conducted. The researchers also used focus group discussion in responding to the topic of
discussion. The report finds that the use of the home concept in commercial accommodation to
market their offering had a positive outcome (Brannigan, 2012). Results of data analyzed show
that hotels that used the home concept in marketing their offering had positive customer
feedbacks due to increase in the number of guests which adds up to the income to
accommodation providers. The positive response of the visitors on the website of the hotels
attracted other clients who were willing to explore. In conclusion, hotels should embrace home
concept to realize full reward in the industry. There is a need for staff to be constantly trained on
the emerging trends in the industry to be able to cope with the changing customer needs. It is
recommended that the firm should invest in information technology to get vital data on trends in
the industry (Starnes et al., 2011). The staff has to be regularly trained to be reliable and to have
the skills required for the changing customer needs.
Background
Over the past few years, Jo & Joe county lounge has experienced a lot of pressures from
changing needs of the customers(Yeğenoğlu, 2012). With different nature of clients, the need to
satisfy varying needs while maintaining their satisfaction became difficult. There was a need to
find out how the concept of home has been used by accommodation providers to market their

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offering (Robinson & Smith, 2006). The concept of ‘home’ in design and marketing has had a
great impact on commercial accommodation providers, and therefore the county lounge needs to
understand ways in which commercial accommodation providers are making use of the concept
of home as well as relevant concepts that the county lounge might use to improve their
productivity. The lodge has had the following design;
Room
Jo & Joe county lounge rooms have television screen with satellite channels, desk, closet, and
fan. Wi-Fi is available within the lounge plus meeting facilities(Alexander, 2012). The entire unit
is located on ground floor. The room range from single room, double bedroom and family rooms.
Location
The county lounge is away from town. This provides a good environment for guests who
want to be away from the city noise, congestion, and pollution. The hotel can carry on its
activities smoothly without interference from the activities in town.
Target market
They target adults both within the nation and outside the nation. This is because of the
rooms and the beds that are suitable for the adults. They also target workers from a different
organization who need to hold meetings and conferences away from their offices.
Introduction
Hotel companies are incorporating ‘home’ concept to market their offering which has
proofed to be advantageous to the business. Data collected gave support to the use of ‘home’
concept since clients have satisfaction with the home away from home feeling which makes them
comfortable and relaxed thereby being loyal to such providers (Cragoe, 2004). This report gives
the ways in which accommodation providers can make up in their facility to improve
hospitality .Jo & Joe county lounge requested for the report so as to get the relevant information
that they will use for their success. The hotel aim is to evaluate their competitors’ performance
by examining ways in which the competitors are making use of the home concept to market their

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offering and impact positively on their client needs. After which they will use the information to
find out the concepts that are relevant to their business. This report will provide a clear
description of how commercial accommodation providers have changed their styles in
marketing(Packham, 2014). The methods used in data analysis included questionnaires and
interviews. Questionnaires were delivered to top managers in the hotel comprising of open and
close-ended questions. They were filled by the managers and collected by the researcher as
agreed. Interviews schedule was conducted among the workers. The workers were able to give
information concerning hotel management and the services they are offering to the visitors.
There was the use of focus group discussions to derive data from the workers on how they have
been delivering services to customers. This discussion provided key information to the
researcher in the manner in which the hotel has been dealing with clients and responding to the
clients complains and suggestions.
Discussion
Hotel providers have greatly improved on their services as well as customers’ needs with
the integration of the concept of home in their accommodation provision. Customers have
personalized experience since they can carry on with activities that they are used to at their
homes (Brannigan, 2012). These activities include; cooking, playing and interacting with other
customers. Additional services such as welcome messages in the screen, flowers in the rooms
and provision of food preferences have proved to be important for customer relations. Golf
games and health spas have encouraged return visits by the customers.
The staff has to be trained on customer welfare and genuine hospitality. They need act on
customer comments on the front desk as quickly as possible. They also need to feed the
customers data into hotel management system to be able to respond to customers’ needs .concept
of the home may be perceived as home furnishing in design.
Ways in which commercial accommodation providers are making use of the home to
market their offerings include:
Comfort

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Guests should be comfortable as much as possible more than they are in their homes.
Coziness is important and can be considered in terms of wood additions well-decorated items
such as curtains and carpets. Inspiring music, television sets, and a fireplace add up to return
visit.
Texture
The need to use appealing patterns and bright colors create a good experience to the
quests (Woodside, 2008). The good combination of color and texture is attractive to the visitors.
The right texture is memorable to the customers, and they will always make a comeback.
Local art
Sculptures and photography should be added in the design of the hotels. This will create a
good experience for the guests as they should be attractive. They also give information about the
culture of the community.
Innovation
Accommodation providers should be updated with the latest trends in construction
including large windows to allow enough light and air into the rooms, use of natural materials in
construction, and electronic water faucets which become attractive to customers.
Kitchen exhibition
Hotels should have kitchen exhibition to showcase their kitchen expertise. Cooking is an
art, and it becomes fun when the visitors can be involved to experience how different meals are
prepared. Local and international food, seafood and cultural food are among the dishes that the
staff should make delicious. They can also be allowed to join in the cooking as part of
competitions.
Having examined the above concepts, Jo & Joe county lounge need to consider the
following home concepts in marketing;
Timely damage control

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The lodge needs to set up a means on which the visitors can complain through and
respond quickly. Use of Facebook and Twitter may be relevant in making a timely response to
customers’ needs thereby maintaining customers’ relation.
Unique touch
There is a need for the hotel to stand out through the offering of wine tastes in their bar
and display of information in bathroom screen. They have to be ahead of competitors in ensuring
that their visitors get the advanced sense of hospitality.
Sustainability rules
Installation of solar panels for water heating should be a norm. Systems should be
updated so that air conditioning and lighting automatically switch off when guests leave the
rooms. This is meant to conserve the resources using them sparingly.
Seamless technology
There is need to offer a mobile track to check in customers. With high-tech cards,
customers’ presence in the hotel can easily be monitored. The cards can enable the door to
unlock for the guests. The hotel should invest in cloud services for entertainment such as music.
Emphasis on health
The hotel should be equipped with health fitness center. They should have a place with
the right facilities and lessons concerning exercise. Yoga exercises and other fitness training
should be available in the center. There should also be the provision of healthy food options to
the guests.
Conferencing facility
Digital conferencing facility is necessary for hotels. It should offer Wi-Fi during
meetings and audiovisuals for conferences. It should be spacious enough with good air
conditioning for the teams to be comfortable.

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Marketing
Social media will be used as the main platform for reaching out to clients. Pictures of the rooms
and the landscape of the hotel will be uploading for prospective clients. The hotel should be
advertised in televisions, and magazines .there need to display and elaborate on their uniqueness
and why the guests have to choose their services over their competitors. Creativity should be
enhanced in social media so as to affect a lot of fans and followers.
Recommendations
Recommendations include;
The hotel needs to be constantly up to date with the innovations in the industry. There is a
need for investing in information technology to access information that is vital to business
survival in the competitive world.
There is a need for Periodic training of the staff on the genuine hospitality. They should
be aware of the changing trends in hospitality and to adjust their services to suit in.
Integrating unique designs in color, statutes, and decorations in the hotel to appeal and
surprise the customers(Woodside, 2008). Designers with expertise experience should be
contracted to furnish the rooms. Further study should be carried out to explain more on the
concept of the home in hotel companies.
Conclusion
In conclusion, a home concept in commercial accommodation plays an important role in
the overall attainment of the goal and objective of the firm. Customers always remember the
unique hospitality and the appealing and relaxing features in the hotel. This will motivate a
return visit and loyalty to the firm.
There is a need for reassurance of customers’ makes planning and decision-making
predictable. Therefore, the management can cater for the needs of different customers reliably.
Profitability of the organization will be sure with the increased number of clients. This is because
of satisfaction of the services offered.

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Hotel companies need to carry out further research on the industry. They need to be
informed of the changes in the industry and the trends. The need for observation of various
hotels and accommodation providers outside the country is important. This will be necessary
meeting the requirements of visitors from different parts of the world.

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