UNIT3-P29 TASK

1.     How can Al-Munir Group make guests feel ‘special’ and ‘highly valued’?

- Discount the price, coupon, free breakfast, providing information about hotel and around the hotel.

2.     What can the group do to a) reward loyal customers, and b) persuade guests who have stayed once to return?

a- Point card, gift (if customer is birthday, we present the gift)

b- Discount the price, upgrade the room, extra service (welcome drink, free breakfast, and travel information), better amenities.

 

3.     What can be done to make staff more motivated and customer-oriented in their approach to their work?

- Increase their salary, studying outside (employees can select the place, for instance expensive hotel and restaurant, Disney land and so on)

4.     What questions should the management be asking in order to gather information for an accurate, up-to-date profile of each guest? For example: How did the guest find out about the hotel?

- How often? How many? Why do you chose this hotel? The hotel only check the score sheet. They should add question (why, what do you think?)

5.     How can the group maintain its relationship with guests once they have left its hotel?

-Refer to 2-b.

6.     What other actions can the group take to improve customer loyalty, increase the average scores in the next customer satisfaction survey and get back its four-star rating?

- Providing information of region (restaurant, café. place) Sending the e-mail (attached the land scape picture),  Creating APP for information including 1-5, customer easily access and use the system.