Business Report - Term Paper Example

BUSINESSS REPORT Affiliation 3 EXECUTIVE SUMMARY 3 BUSINESS PLAN REPORT FOR PACINO SKY FALL HOTEL 5 INTRODUCTION 5 Benefits of a personalized customer service 7 a)Builds a Passionate Audience 7 b)Improves Lead Nurturing 7 c)Increased sales of products and services 7 d)Helps createservices that People Love 7 RECOMMENDATIONS 8 CONCLUSIONS 9 EXECUTIVE SUMMARY My small business is of Hotel Company that offers both conference meetings, all the meals twenty-four hours a day. Pacino hotel offers all the hospitality services including accommodation services, conference rooms for small meetings and a spa that serves both local and international tourists in New York. The business vision is to offer Quality Customer Services to Our Esteemed Customers. The meals provided in the Pacino Sky Fall Hotel include a variety of foods including Asian and African dishes to attract more customers(Taggart & Publications, 2009). Pacino Sky Fall Hotel was started in 2005 as a single business premise with a main of increasing recreational facilities in the New York City. The founder was Ms.CarrollCaire who acted as the director. Co-founders included Johnson. P. K and Katherine Powell. Initially Katherine was the secretary general while Johnson was the manager. The hotel has twenty two employees and has two locations in the city(Ford, 2008). The company has experienced tremendous growth since2014 due to the increasing number of tourists in the city. The profit increased by a profit margin of 12% since its foundation. In 2013 the hotel was among the best hotels in the city in the 2009-2010 financial years. The main services and products include catering and accommodation services. Recreational services such as swimming and gymnastics are also available to the clients at a fee. There are some fast food shops that sell artistic assets to the tourists at a cheap price(Begley, 2006). Above and below are images showing the effect of personalized curomers servive on the productivity of small business enterprise. Source (Taggart & Publications, 2009). BUSINESS PLAN REPORT FOR PACINO SKY FALL HOTEL INTRODUCTION Business report is a form of assignment that serves to analyze a using application of business theories to produce a range of suggestions for improvement of the business of a given client or firm. This business plan will thus demonstrate my analytical, reasoning, and evaluation skills while identifying and weighing-up possible solutions and outcomes of the personalized customer service in Pacino Sky Fall Hotel. The business plan will also examine available and potential solutions to solve problematic situations or issue arising from customer’s feedback information desk(Taggart & Publications, 2009). In an attempt to make customers delightful a hotel company need to find out what makes their clients tick. There is a great need to monitor the service users and learn what they deem important by setting up metrics to measure their behavioral changes. The main agenda is to increase customer’s engagement and service fulfillment(Begley, 2006). Personalized customer service is a system that focuses on customer’s satisfaction in any business operation. It is thus designed to offer amazing service delivery in to guarantee them a second thought of returning back to enjoy the offered services at the premises. Personalizing customer’s service has a hidden objective of increasing personal touch between the business operation and their clients. Personalized customer service can be achieved by finding out what the customers expect so as to solicit direct feedback from them analyzing what they never liked about regarding the services offered to themagainst the features they suggest to be improved to increase their expectations(Begley, 2006).   One of the hotels in New York that has taken the practice of a personalized customer’s service to a higher level is the Kimpton Muse hotel. When entering the premises at the front desk there are usually three people around who are ready to interact and offer some good welcoming speech just to feel at the right place They begin by engaging the customer with simple questions on dinner reservations a client would wish to have inquiring on the favorites meals and my hobbies. The hotel management at Kimpton Muse Hotel personalizes the customers experience by paying more attention to their clients and sending surprises in form of wine, some fruits and chocolates. In cases where the coupes are staying for long at the hotel the company sets up a frame on their rooms with the couple’s picture so as to impress their customers. The Kimpton Muse services was full of personalized service whereby the staff engaged in fruitful conversations, paid attention to what we loved to be done during our stay, and then took a positive action(Taggart & Publications, 2009). Other hotels have designed a form of personalizing their guests through wake-up calls.  At Kimpton Muse hotel there is wake-up call system that phone the guest’s room at the appointed time.  Upon the guest answering they typically get to hear a recorded message saying… “Good Morning Mr. Whoever, Thanks for staying at our hotel, and we wish you a great day.” In some other hotels there is a live conversation whereby the guest receives a call to start the guest day by a good day wish or sometimes offering to send them a complimentary cup of coffee to get their day started(Ford, 2008). Although there some incurred costs in setting up the automatic caller systems and the additional expenses in ensuring customers satisfaction, the benefits a hotel can acquire is far much better than resources used in the initializing process. An extra may be incurred while employing extra staff members so as to meet each customer’s needs(Begley, 2006). Benefits of a personalized customer service a) Builds a Passionate Audience A good personalized customer service builds a passionate audience for the customers. This increases the content personalization of the services being offered at the business. This will help build the customers interaction and help in profit making(Taggart & Publications, 2009). b) Improves Lead Nurturing In a personalized customer service environment, there is a tendency of improved lead nurturing fueled by content. Personalizing services helps in offering a content of different personalities, interests and behaviour so as to increase a stronger connection between the clients and the members of staff(Begley, 2006). c) Increased sales of products and services Customers will go back to a place where they appreciated and they demands were met. Customer satisfaction can be achieved through increased social interaction while paying for their services such as quality sanitation in hotel accommodations and reservation areas. In areas where the customers are asked of their preferences more goods and services are sold out at a higher rate helping the company to achieve higher profits and sales(Taggart & Publications, 2009). d) Helps createservices that People Love Personalization is based on enabling customers to obtain the right information, to the right people, and at the right time. Information can be achieved through. Sending of mails and making phone call to reserve services and goods as requested by the clients. Generic marketing principles makes people feel sound assaulted. Therefore, personalized marketing of goods and services will ensure that people needs are well understood. A company that has aspects of personalized customer services is weighed as one that cares enough to listen to leads and customers, and deliver the services they want. In other words, it helps in creating places with an environment that people love to do business and this is a great branding if you ask me(Begley, 2006). RECOMMENDATIONS The Pacino Sky Fall should thus emulate the aspect of personalized service to help in reduction of the gap between full-service and self-service provides entrepreneurs in provision of an opportunity to offer personalized data. The management and staff should strive to know their customers their needs and preferences with a price point. Personalized customer needs offers companies with an opportunity to establish royal customers. My small business will adopt a customized line of services. The level of customization in the hotel management will help in attaining specialized audience who remain loyal to their products and services. The end results are a personal service that accompanies such offerings with close value added benefits to the customer(Ford, 2008). However the managers should understand that exceptional customer service does not usually come from nowhere, instead are nurtured in good service delivery. Members of stuff should thus be motivated and be equipped with good skills so as to mobilize them to work positively in maintaining the standards of the hotel company. A good mobilization should be informed of good remuneration and sufficient allowances(Begley, 2006). Another aspect of good personal service is ensuring that the business’s products or services match the customer’s needs with a better touch in personal service. Customer relations should also be emphasized to allow for mutual likeness and social development this way the staff and the clients will feel important and valued. It is only possible to achieve a mutual profitability when both aspects of the relationship is achieve in fosteringlong-term relationship be forged between the patron and the business. The managers should also conduct period role-playing in terms of offering training sessions. This will instill better management skills and nurtureemployee’sknowledge through demonstration of a sincere interest in the customer when listening to the customer to ascertain there specific personal need. Good management training skills will also help in building product and service knowledge helpful in addressing customers informed suggestions(Taggart & Publications, 2009). CONCLUSIONS In conclusions the Pacino Sky Fall Hotel should emulate the personalized aspects The Kimpton Muse services in improving customer’s services in the management so as to improve the service delivery. Personalized customer service will help to reward Loyalty of customers. Royal customers are the bedrock of the business and should be treated with dignity. Personalizing customer needs helps to boost Product Awareness through training of both the staff and any other stakeholders involved in the hotel management activities. By being loyal with customers and employees help in providing the customers with their wants. Increasing customer’sawareness increases the sales in hotel companies because the management uses the provided feedback to modify their products and services offered(Taggart & Publications, 2009). Customer personalization can be advantageous in target marketing so as to create notifications for select groups of customers about a particular service or product. This will help in reduction of costs that could be used in sending random notices to uninterested people and increase the company’s profitability.Personalization of customer’s services is a good way of showing gratefulness to customers and interested clients that enjoy the Hotels services. Use of thank you notes, making automated calls to check on the needs of customers in the accommodation rooms is a show of a concern to their concern. The ability to respond to customer’s feedback also compliments their usefulness to the business(Taggart & Publications, 2009). References Begley, K. (2006). Providing personalized customer service: Leaders guide. 260 Boston, MA: Thomson Learning. Ford, W. (2008).Communicating with customers: Service approaches, ethics, and impact. Cresskill, N.J.: Hampton Press. Taggart, R., & Publications, I. (2009).Providing personalized customer service. Los Altos, Calif.: Crisp Publications. Read More