Individual Management Report Designing The Customer Experience Case Study

Individual Management Report Designing The Customer Experience

1. Introduction - Individual Management Report Designing The Customer Experience

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In the contemporary competitive climate, hospitality service quality has become one of the most important factors for long-term strategic edge and customer confidence. In order to be successful in the hospitality industry, a hotel must deliver exceptional service to its guests. Assurance, reliability, empathetic understanding, and a palpable reaction are all used to describe how good a service operates. Hotels are always looking to improve their facilities since client engagement is a direct outcome of customer satisfaction. Increasing the level of customer service begins with providing excellent service. Located near the birthplace of Buddha, "Lumbini," Tiger Palace Resort is a five-star luxury hotel. In addition to its 102 guestrooms and 4 dining options, the resort is home to one of the largest casinos in the South-East.

Additionally, the resort has Nepal's biggest swimming pool and an excellent selection of domestic and international cuisines. "Everything domestic" is the concept of the hotel, which also serves to promote the nation's products across the globe. Total personnel at the resorts is 600, all of whom are dedicated to providing first-rate service to its guests. From India and Kathmandu, tourists may have a magnificent and interesting holiday at the resort, which is situated in the shade of the Himalayas.

2. Description of the Package/Experience Including Pricing and Distribution

In order to ensure that the experience will be one to remember, the package contains two nights at a beautiful hotel. Customers with a history of loyalty expect nothing less than excellence from business. All of the services included in the package are priced at NRS 35000 per person, which is around £400. The traditional community comes within the category of lower-spending clients, thus the price is determined on competitive approach, predicting, duration of stay. It's easy for visitors to receive information about the Tiger Palace Resort provided with a wide variety of distribution outlets. Hotels, OTAs, tour companies, and Direct phone booking are all ways in which the conventional tribe may easily book Direct reservations and travel agencies. The package will be used in accordance with the following strategies, taking price and distribution into consideration.

Even though this package is primarily intended to provide their retirement pleasure life with a high-quality time and luxury stay, the first day begins by arranging for the General Manager to greet and say Namaste with "Arti Tika" with folded hand. They will then be checked in at the Front Office, where they will be greeted by the staff. In light of the current epidemic, the booking procedure is very safe and reliable, and guests will be led to their rooms by the front desk manager and a bell boy. The primary goal is to provide a wonderful experience at a reasonable price. The service will allocate a highly trained staff teams to ensure superior service and treatment. Even though the resort is located in Nepal, the resort's staff are fluent in English, making it an excellent choice for both local and international guests. This trip includes a tour of a lovely mediaeval market as well as a visit to an old temple.

After returning home, the tribes will be served afternoon tea and a night-time performance of a stunning Nepalese folk dance. In line with the theme "Everything domestic," a variety of Nepalese dishes, such as sukuti, Nepali thali set, and selroti, will be offered, as well as national beverages. Guests may expect a high level of sophistication and excitement. It will be fascinating to see how the older and retired (traditional tribe) guests interact with the hotel's religious and cultural offerings on the second day of their stay. Birdwatching and cycling through the forest are among the activities available to visitors at the resort, which faces the neighbouring woods. Besides the historic journey to Lumbini, the tribe will get to spend time with their families.

In addition, the resort's own farmland, dubbed "Hariyo," will provide organic food alternatives for guests to choose from, taking into account their specific dietary needs (Manning, 2018). Meatless options may be requested by guests at the restaurant. Chefs will communicate with guests to learn about their preferences and describe the ingredients in a friendly manner so that they can enjoy their dishes, with the goal of providing customized experience. Meals may be given in Botha (Trays made from green leaves) by personnel with humility and a familial manner to the tribes, keeping up with the latest sustainable ideas. Luxurious lodgings, first-rate recreation activities and first-rate dining options will be the primary factors in attracting them to return for future travel, business meetings, conferences or marriages.

3. How and why and how it meets the needs of the chosen target group and fits with current trends in luxury consumption

For a business to remain successful in today's fiercely competitive hospitality industry, client confidence in the excellence of a firm's hospitality sector is critical. It's important to evaluate all aspects of a service, including its functionality, its environment, and its technological excellence. The quality of a service is measured in terms of its reliability. The capacity to be counted on for dependability, empathy, and concrete responsiveness.

3.1 The Experience and the tribe

There is a strong connection between experience and tribe here. Those who belong to a traditional tribe may be regarded as belonging to the middleclass and adhering to conventional work values such as order and respect for authority. As a group, they tend to adapt rather than change, and this preference is reflected in their preference for culture and luxury. The conventional tribe consists mostly of retirees and elderly persons with families. This tribe also has a strong conviction in the ability of its members to adapt to changing times. Having studied the requirements and desires of the tribe, the resort has come up with a magnificent strategy to enhance the experience in the tribes (Nunkoo etal., 2020). If a consumer is satisfied, they are prepared to spend for a vacation at a resort where their expectations have been exceeded. They made their decision based on this information. Because members of this tribe must be handled with extreme care, the primary goal is to provide them with an environment that is both luxurious and familiar. There is a lot of focus on the consumer experience in today's travel industry yet the hotelier and guest experiences are often intertwined.

3.2 How the Experience Meets the Needs of The Tribe

It is the conventional tribe's desire to enjoy their ethnic customs while spending a cash payment. Tiger Palace intends to provide such an encounter for families that want to connect with one other in a lovely way. Anyone over the age of 65 who is retired or elderly wants to spend their time with friends and family (Ali etal., 2017). Offering a conventional warm reception and taking them to the legendary market so they can learn about Nepal's antiquity market culture as well as taking them to Lumbini to see its most revered temple will help them satisfy their desires while also making the hotel experience like they're an important part of their stay. Somewhere in their social networking lives, the traditional tribal clients may also post their recollections on their medias, which can also draw their connections in some kind of social media engagement. The services provided by the tribe add to the reciprocal interests of both the clients and the hotel administration.

3.3 How the experience fits with current trends

Customers from all around the globe are clamouring for a real, old-fashioned vacation in faraway lands (Majid etal., 2019). They seek a peaceful, comfortable, and luxurious environment in the natural world. According to recent trends, the experience is as follows:

Safety: The health and safety of the consumers should always come first, even if they like providing customised care and making them happy. A well-kept and sanitized environment is critical after the recent spread of the COVID-19 epidemic. High-touch areas should be disinfected on a regular basis. Apple Pay and Google Pay are examples of cashless payment systems. If the community is unaware of this, it is imperative that the appropriate instructions be provided.

Sustainability: It is a prominent trend that has been seen for many years and continues to be observed. Botha (a plate composed of green leaves) and hariyo outlets with largely vegan alternatives are included in the menu for the tribes (Majid etal., 2019). In addition to the encounters, the tribe may be informed about contemporary environmental protection by looking at all the features.

Organic food and drinks: In traditional tribal experiences, organic food and beverages are generally emphasised. Furthermore, the resort's primary goal will be to persuade guests to eat food grown on-site. A nutritious diet is essential to a long and happy life.

Local exposure: Tourists and consumers alike are drawn to local attractions, and this is one of the most popular trends in the tourism industry (Majid etal., 2019). Tourists should be provided with all the information they need to know about the area's cultural attractions, healthful food, and historic sites that draw visitors from the indigenous communities such as pagodas, monasteries, and churches.

4. How the package/experience will benefit the organisation

The Tiger Palace Resort's designed experience is advantageous to both the business and its consumers. Consumers that come to the resort because it caters to the indigenous tribe will mostly be the elderly, for whom it will tailor a special package and often provide a reduction.

4.1 Aspects of the budget

Financial intermediation is advocated by systems theory since it focuses on existing subsystems (such as the economic, social, and macroeconomic sector). When a result, as more people get access to financial services, all of these underlying systems will benefit (Srivastava, Rathore and Singh, 2021). All of the aforementioned services, such as the evening musical programme and beverages night, as well as transport, are included in the package. Potential advantages such as enrichment and advocacy, in which a greater number of sales leads to a greater cash flow, are discovered. Conventional tribal people have better networks with which they can suggest the knowledge to others, or word of mouth, which will enhance a beneficial prospective business and thus can impact the company monetarily.

4.2 Loyalty 

Excellent service from an organisation makes consumer know about their need for, desire for, and attention in a service or product. The most important element is that the hotel satisfies the requirements and demands of the tribe. Customers often rely on information about goods and services to determine whether or not a product matches their needs depending on their own past tastes and views (Malik etal., 2021). A company's customer retention may be maintained if its service is better in quality and affordability, which is good news for the firm. Up addition, the consumer's comments will help the business fill in the operational shortfall in the short term. Various reduction ways on food and beverage, as well as a point-earning and incentive system, may be administered by a customer's participation.

5. Key Players

Physical evidence, customer actions, line of engagement, line of visibility, and line of internal interaction are all significant roles in the Tiger Palace Resort service blueprint diagram.

Advertising, websites, and other physical features are the primary touch points. All of the resort's major stakeholders, from the point at which guests first heard about it, are critical. In addition to the previously mentioned greeting from the general manager, other significant components include a traditional complete welcome, check-in service, and domestic drinks as a welcome drink. Interaction lines, visibility lines, and internal interaction lines all play an important part in creating a positive guest experience, from the time a consumer learns about a hotel through an advertisement until the time they check out at the end of their stay. People from the Management, Housekeeping, Travel Agencies, Food and Beverage departments and Food production and Front Office Departments are all key layers as shown in the appendix section of the report. Their roles and responsibilities will be discussed below.

Hotel Managers

• Make eye contact and smile with everyone.
• Recognizing and taking opportunities to improve the guest experience by keeping an eye out for what guests want and need.
• Restoring customer satisfaction by addressing customer problems in a way that seems personal.
• In order to better serve customers, hotels must keep an eye on their competitors and the latest technological developments and innovations in the hotel sector.
• Any client queries should be answered immediately, and all bad reviews should be replied to with customer-oriented answers.
• Managing hotel's internet presence, promoting special offers, and generating buzz
• Taking a strategic approach to brand-building projects.

Food and Beverage Department

• The Tiger Palace Resort's financial health is closely linked to the quality of its food and beverage offerings.
• The resort's F&B Services may deliver food and drink to customers in a nearby hotel or restaurant, as well as at the customer's intended location (off-site).
• Personalized Support

Food Production

• These two key aspects of today's hospitality sector will be ensured by the food production team.
• Food preparation quality and quantity

Front Office Department

• There are a few different departments inside the Tiger Palace Resort that engage directly with visitors when they arrive.
• Each member of this department contributes equally to making customers happy, from the receptionist to the bellboy.
• The hotel's front desk staff will be in charge of all contacts with guests.

• Visitors will be greeted by hotel staff, who will take care of their needs and leave a lasting memory of the hotel in their minds.
• Positive visitor interactions must be maintained at all times. All authorities should work together to safeguard the department since the sectors are intertwined.

House Keeping Department

• Cleaning and sanitising rooms is one of the most important responsibilities of a hotel housekeeper.
• Laundry or linen changing is one of the most basic tasks.
• Making clients feel like they're still in their own homes.

6. Implementation Plan

An implementation plan is usually made to support the implementation and experiencing the package created by Tiger Palace Resort for traditional tribe. By the help of this plan it can be very clear. By the help of this a very good co-ordination between the key players can be seen as it can assign everyone for their specific roles, by keeping everyone on track without any sort of confusions. The implementation plan for this package in Tiger Palace Resort is:

7. Conclusion

The report has attempted to foreground the importance of hospitality service and how that assists authorities to increase and influence customers. Excellent services are the key to providing proper service quality to the customers. In this report the Tiger Palace Resort Nepal's case has been drawn to exemplify the importance of service quality and experience and how that not only satisfies the customers and benefit hotel authority but also how that enhance the economic stability of the members of the local tribal who serve the guests at the resort. In a nutshell, the entire report has compiled a set of aspects with theoretical underpinning to justify the core subject.

8. Recommandations

8.1 Recommendation 1

Every guest should be treated like a VIP

Staff at Tiger Palace Resort should treat every customer like a VIP, which is sure to leave them wanting more. Employees at the hotel should be taught to treat all guests with respect and to have a sense of urgency, regardless of their “status” (Qomariah, 2020). As a reward, guests will demonstrate their gratitude by returning and recommending the establishment to their friends and family.

8.2 Recommandation 2

A personalized approach to customer service

This does not mean that every guest is treated the same. True customer service excellence necessitates a focus on the unique needs of each individual client. An invaluable resource for Tiger Palace Resort is front desk staff that know their customers by name, are eager to help, remember their preferences, and can provide pertinent information (Peng, Lee and Lu, 2020).

8.3 Recommandation 3

Providing adequate help to newly hired employees

According to recent research, the hospitality industry has one of the highest rates of personnel turnover, with an average of 31% in the US and up to 34% in the UK. Disruption, low morale and terrible customer service are all a result of this constant change, which also has an impact on the bottom line (Makawi et al., 2020). In order to address this issue, Tiger Palace Resort should reevaluate their onboarding process.

About 69 percent more likely to stay with a company for up to three years, according to surveys conducted by the Center for Creative Leadership on onboarding (Yang, Xia and Cheng, 2017). Instead of a one-day event, an effective onboarding plan today includes a continuous approach that stays with the employee throughout their time with the organization and aids them in attaining improved job performance.

8.4 Recommendation 4

Keeping the technological infrastructure up-to-date

Despite the fact that the hospitality industry is one of the oldest in the world, it should come as no surprise that modern technology is required to maximize hotel efforts in today’s day and age. When it comes to streamlining the check-in and check-out process, automating everyday chores like staff management and generating financial reports, hotels are quickly embracing hotel management software like property management systems (PMS), says Software Advice (Qomariah, 2020). Tiger Palace Resort may go one step further and investigate Performance Support technologies in order to better support their employees and customers and to get the most out of their PMS systems.

8.5 Recommendation 5

Keeping track of the Efficiency of the Customer Service Performance

Guests’ requests and complaints should be assessed to see how quickly Tiger Palace Resort can address them. Many consumers, as many as 69%, believe that getting a problem fixed quickly and effectively constitutes “great” customer service (Yang, Xia and Cheng, 2017). Management of hotels may be certain that their employees have access to the information they want with the help of Performance Support solutions. Front-desk personnel that use performance assistance are better equipped to respond quickly to customer inquiries by using process coaching that is tailored to the context of the conversation at hand.

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Appendix