Customer requirements

• What are the three types of customers mentioned?

  Leisure, Business, Locals
• What are the requirements of leisure customers?

  • Holidaying, tourism, sports, dining
  • Room types: single, king size, double, family
  • En suite rooms with a bath
  • Facilities: pool, gym, spa, golf course
  • Room service and tourist information
• What are the requirements of business customers?

  • Meetings, conferences, staff training
  • Taxi from airport
  • Express check-in
  • IT and Wi-Fi in meeting rooms
• What are the requirements of local customers?

  • Eating out and leisure facilities
  • Restaurant services
  • Access to pool, spa, golf course
  • Facilities/meals for children
  • Loyalty schemes
• What do all customers want in a service?

  Value for money, reliability, safety
• What are the health and safety requirements customers expect?

  • Health, safety, and security
  • Good customer service
  • Environmentally friendly options
  • Healthy food choices
  • Vegetarian options
• What demographic information is important for customer service?

  • Age, location, income, accessibility
  • Different needs for children, elderly, locals
  • Consideration for disabled individuals
• What specific needs do children have in customer service?

  Play area, highchairs, kid's menu, cots
• What specific needs do elderly customers have?

  Time to order, traditional dishes
• What should businesses consider about their customers' income?

  Are they rich or poor? Dining options
• What facilities should be available for disabled customers?

  Ramps, coats on baths, braille signs
• What are customer expectations regarding competitors?

  Are you as good value for money?
• What environmental and ethical considerations should businesses have?

  • Use of local produce (less air miles)
  • Seasonal food offerings
  • Organic food options
• How can businesses keep up with technology?

  • Advertising on social media
  • Using online check-in
  • Implementing digital menus
• What food trends should businesses keep up with?

  • Fermented foods
  • Local and seasonal ingredients
  • Catering for intolerances and special diets
• What are the consequences of poor customer service?

  • Customers complain more about service
  • Stops customers from returning
  • Leads to bad reviews and lost ratings
• What are the key aspects of good customer service?

  • Put customer's needs first
  • Make them feel valued
  • Ensure safety and comfort
  • Provide quality training for staff
• How should businesses deal with complaints?

  • Listen and note down facts
  • Empathize and show care
  • Apologize sincerely
  • React to fix the problem
  • Keep a record of complaints
• What is the Equality Act concerned with?

  Illegal discrimination based on various factors
• What does the Consumer Protection Act allow customers to do?

  Claim compensation for faulty products
• What does the Consumer Rights Act ensure?

  Products must be satisfactory quality and fit for purpose
• What does the Data Protection Act require from businesses?

  Keep customer data safe and confidential
• What services could a hotel offer to accommodate a wheelchair user?

  Ramps, accessible rooms, and lifts