DIVERSIFY THE OFFER: OPPORTUNITY #3

CHALLENGE #1

Inside The Hotel

This context deals with the areas of the hotel, interior or exterior that are not the restaurant or the reception at the check-in. Depending on the hotel, the size and function of these areas may differ (e.g. leisure areas).

COUPLES WITH NO CHILDREN (UPPER-CLASS)

MAIN PROBLEM: How to meet the expectations of the customer regarding the diversity of the hotel's offer. Customer frustration regarding the cost of the room given its size, product quality, and concerning the services provided by the hospitality unit.

SECONDARY PROBLEM:

Lack of hygiene standard inside the hotel and in the spa services.

MAIN OPPORTUNITY:

Identify and measure customer satisfaction and understand their stress points during the say. The analysis of the low levels of customer satisfaction will allow the identification of solutions and address the hotel’s weaknesses. Apply independent compensatory actions to the problem (a problem in the room can be compensated with a visit to the Spa per instance) that presents the diversity of the Hotel's offer and quality. Apply a compensatory action related to a possible problem, showing the immediate resolution and quality of the service.