Hotel and Guest Experiences: Adapting to Consumer Sensibility

This report delves into the dynamic relationship between hotels and their guests, exploring the application of economic progression theories, particularly those of Pine and Gilmore. It examines how hotels adapt to consumer behavior trends, emphasizing the importance of memorable experiences and the impact of technology, including online booking and digital platforms. The report analyzes customization and commoditization strategies within the hospitality sector, highlighting how hotels can differentiate themselves and cater to evolving consumer sensibilities. It also covers the role of technology in enhancing guest experiences and improving communication, reservation processes, and brand positioning. The report concludes by examining the factors influencing economic growth in the hotel industry, such as land, labor, capital, and entrepreneurship, and discusses the stages of economic growth as outlined by Walt Whitman Rostow, providing insights into the industry's evolution and future prospects.

HOTEL AND GUEST
EXPERIENCES

ABSTRACT
Hospitality sectors resulting in identifying the strong relationship between the guest and
hotel and also the polices which the hotels are adapting to grab their interest towards such
services. In respect of hotel industry, the manager had to carry various duties in respect of
entertaining the customer or also providing effective customer services so that they can avail the
services online or booking room through digital platform. In this report, following aspects are
examined in respect of implementing the theory of economic progression and also the two drive
forces such as Customization and commoditization. It also result in identifying the consumer
behaviour in perspective of changes in technology.

Table of Contents
ABSTRACT ....................................................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Pine and Gilmore's experiences focusing on theory of economic progression......................4
Consumer behaviour trends to improve memorable experiences...........................................6
Hotel market adapt changes in consumer sensibility.............................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality sectors carries the wider range of services sectors which involves foods and
beverages, conducting the event planning and also includes transportation and travelling
expenses to visit unique places. In recent times, this is one of the most earning field and also it
carries multiple sectors which satisfy the needs and demands of the customer and also retain
them for longer time time period (Treuren, Manoharan & Vishnu, 2019). Present report is
covered with the experiences of the Pine and Gilmore regarding experience economy under
which the economy fluctuates through examining the interest of the customer towards the
products and services which is offering. This report will includes the various concepts and
development under the professionalism under the hospitality sectors. It also includes the changes
in consumer behaviour and its impact on consumer services. Further it determines the correlation
between the culture, customer and business experiences. Lastly the report ends up with
examining the different strategies that hotels can take in improving the customer experiences.
MAIN BODY
Pine and Gilmore's experiences focusing on theory of economic progression
Economy is generated through dealing in goods and services and the major source of
managing the country economy is through the hospitality sectors. If there is high volume of
customer, it results in bringing more economy in country as if there is high visitors in country,
their is also increases in economy in country. Usually people share their reviews regarding
considering the particular place and planning for some vacation to express such country which is
unique and attach to natural environment. In such perspective they are Pine and Gilmore applied
this model which is related to experiences the economy (McPhail & et.al., 2015). As every
customer had different opinion and demand regarding attaining the particular task and also had
different choice to prefer the services. In that manner they mainly concentrates on getting special
and attractive offers and scheme through which they can make the right choice (Welcome to
Experience Economy, 2019). In such perspective, the theory which is related to theory of
economic profession refers to undermining the customer experiences through managing its
overall activity. It can be focused through getting the unique architecture design or getting good
budgets for their travelling or also setting accurate taste of the foods which they are mainly
demanding at the time of travelling.

In respect of matter related to focusing the customization which is interpreted that in the
concept of hotels, they are mainly concerned with the customized the existing products and
services. So that it provides chances to customer to visit such places or review the services again.
In context of hotels and also entertaining guest, the customization can be done on the bases of
reminding them about their hotel booking before two days on the date of visiting to that hotels.
The customization can also be done on the bases of providing exiting services which attract
their interest and also organise activities which reflect the country culture (Yoo & Lee. 2016).
This attract visitor to visit to such places which bring more speciality to them at the time of
availing such services. Through this factors, the economy raises as it results in getting more
customer towards their hotels,which means getting more employment and also the supply of the
country raises. As raises in GDP rate results in raises in supply of the country (Nimri, Patiar &
Kensbock, 2017).
In hotel industry, commoditization can be done in respect of differentiating the same
products and services which is offering by the other companies. Thus, customer mainly demand
the unique services which can easily make them preferable to select the best services. The
differentiation can be done on the bases of services, offers, schemes, attractive activities through
presenting the tradition of the country or any other aspects. In hospitality sectors, the
commoditisation can be done through targeting the right customers. As before reaching to any
customer, first determine their needs and demand regarding visiting to particular place and than
through the hotel polices, target the customer by fulfilling their interest and wants in authentic
way. The another methods which they can adapt in respect of differentiating their services from
another hotel is that customer hate such hotels which keeps them waiting and also not giving
accurate information regarding their queries raised. In such manner, to attract the customer
interest towards the service, it can be through fulfilling their queries before facing any barriers in
reaching to large customer base (Breakey, Robinson & Brenner, 2015).
In such manner, Pine and Gilmore share their experiences in respective of economies as
if their are lot of visitors in hotels than it resulting in raising in employment aspects. As
employees get more chances to maintain their livelihood by working at that places and also t
resulting in increasing in capital of the country. As by reviewing different traveller in hotel
results in increasing the production capacity and also the supply of the products and services are
also more. As customer visits to place which are unique and attractive and also purchase

products from that place. In such manner, they are increasing in outputs in country (Nimri, Patiar &
Kensbock, 2017). Thus, theory of economic growth arises in respective of four factors such as:
Land – Through this aspects, it resulting in getting more customer to visit to such places. As by
this aspects, the economy is raised in respect of getting more customer to view the natural and
overall integrity of such places.
Labour - With their effective management skills and high communication power to enhances the
interest of customer, it resulting in promoting more growth to country. By appointing the skilled
and experiences person to interact with customer properly resulting in getting more customer
interaction which indirectly increases the growth of economy.
Capital – By innovating the hotels as per the needs and wants of the customer resulting in getting
higher capital in country and also through this aspects the supply is also high. In this aspects, the
capital Increasea by innovating or choosing the innovative design to renovate the building.
Entrepreneurship - It depends upon the company, that how they use different methods to attract
large customer base. To increase economy, innovation and motivation is the major aspects to
attract large customer towards their services.
Thus, in respective of preferring the Walt Whitman Rostow's work model in which the
stages of growth is examined, it mainly carry the various stages of the economic growth in which
the first stage is related to traditional society. This factors mainly focus on examined the
economic aspects such as capital, labour, technology development and many more. In context of
hotel industry, these factors are important and also the polices are working from traditional times
only. The second stage is related to precondition to take off in which the technology and other
activity is started in getting increase in productivity (Patiar, 2016). The third stage is related to
take-off in which the new activity is indulge into the existing activity to get god recommendation
and reviews. This is mainly adapted in hotel industry. The fourth stage is relating to drive to the
stage of maturity. In this the diversification is to be done and than accordingly the expansion
procedure is to be committed. The last stages is resulting to age of high mass consumption. In
which the services are to be offered through high technology which directly reach to customer to
fulfil their needs in better scale.
Consumer behaviour trends to improve memorable experiences
Every business perspective is to keep their customer happy and also provides appropriate
services. In respective of hospitality sectors, it is important for hotel to keep their guest engaged

in this business as through their marketing and innovative ideas it helps, hotel to grab more
opportunities. Thus, in context of consumer behaviour which keeps on fluctuation due to changes
in environment and also if they want any new facilities. The authentic and memorable
experiences is to be gathered in perspective of getting good schemes at the time of booking. As
customer are always in anxiety mood if they get good discount or schemes at the time of availing
the services (Manhas & Tukamushaba, 2015). Thus, in such manner, their memorable experiences can
be improved by getting quick responses and also availing special discount if they are premium
customer of their hotels. Though this process, they are attracting the guest interest for longer
time period. Customer behaviours are fluctuated if they not get good services at the time of
booking rooms or undertaking any of the services which is offered by hotels to manage their
interest. In such manner, hotel duty is to improve their customer services as many of the
customer books hotel online. They they can provides various services in respect of getting pre
check in or also resulting in providing pick up service (Cassel, Thulemark & Duncan, 2018).
This resulting in attracting their interest as by fulfilling the most innovative services which is
provided by only few hotels.
Thus, In such manner the behaviour of the consumer are reflected through making the
memorable experiences by availing the services which is provided by hotels. Through this
aspects they are satisfying the needs and demands of the customer and expecting them to
undertake the best services which is provided at hotels (Tufts, 2016). In such aspects it mainly
covers tangible services or goods which is specially designed for customer to satisfy their needs
and wants in right manner. It is also examined that consumer behaviour fluctuates in respect of
getting their own tradition and culture in different hotel at the time of welcoming them. Thus, in
such manner to make the memorable trip, they prefer to choose unique ideas to enhce the
customer needs towards the effective services.
Hotel market adapt changes in consumer sensibility
In hospitality sector, technology plays the important role and also the booking through
digital platform is also important. Thus, in such perspective the hotel industry adapt changes in
respect of appointing the skilled person to handle the queries which is faced by customer at the
time of booking online. As through effective technology, it helps to reduce cost and also build
strong relationship between the customer and hotels. They can improve their communication
through personally taking the reviews from customer once they avail the services. Through the

technology, hotels can also improve the reservation procedure which sometimes the issue faced
by customer at the time of booking (Gatt & Schranz, 2015). Through the personalized and
unique brand positioning, they can maintain their standards by stipulating the standards pricing
even when there is high demand of the hotels. As usually the issues arises in respect of charging
high prices for the hotels when there is tourist season. Thus, the brand name is to be adapted in
respect of getting discount to the customer once they prefer the online services. For e.g.
In case of Brando French Polynesia, they also carry the renowned brand image as they
are situated near the beaches who is mainly choose by customer. As the main speciality of this
hotels is that they are covered with natural beauty and also they make all the necessary changes
to make the trip memorable to customer.
The another case study is related to hotel of Four season resorts in which they are famous
in fulfilling the customer needs by taking reviews once they avail the services. They implement
on customer reviews by tagging them in such activity which result in enhancing their interest for
longer time period.
The next example is related to Saffire Freycinet hotel which attract customer through
their innovative architecture and design. As this hotel is famous in following the tradition norms
such as welcoming customer through the country culture and also fulfilling their needs in better
way.
The last example is related to Blanket Bay, Glenorchy in which the traveller usually
prefers to visit to such places as they offers the organic and hygienic products which attract the
customer to prefers such hotels for their vacations. As they are mainly designed with the natural
beauty and also they undertake numerous activities for kids to which is mainly preferable for
family to visits to such place.
CONCLUSION
From the above report, the discussion is to be concluded that hospitality sectors is one of
the fastest growing sectors and also it mainly depends upon the marketing tactic which is usually
adapted by hotels to grab customer interest. In this report, it concludes various aspects which is
adapted by hotels to maintain the consumer interest towards the services which they are offering
for longer time period. By applying the theory of economic profession resulting in gaining
various competitive advantages through which it determines the role of GDP by increase in
prices and supply in market. It also examines the aspects of changes in consumer behaviour

resulting in getting good and innovative services. Thus, through this aspects it examined that if
proper techniques and methods are adapted for the growth of hospitality sectors, it results in
increasing the economy of the country and also engages customer interest for longer time period