Hospitality Organization: A Case Study
Introduction
In the following report, we are discussing products or services offered by a hospitality organisation to targeted segments such as families or people with special needs. In this case, we selected Hammer travel, a travel agency who provides unique experiences to individuals, groups and businesses.
As we already know travel by people with disabilities, also known as "disabled travel" or "accessible travel," is on the rise. The travel industry is waking up to disabled travellers by delivering more dedicated services (TheIndependentTraveler.com, 2017).
Our company offers to individuals or families week-long travel opportunities around the world and as from now, we are offering travel experiences to individuals, families or groups
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Moreover, customer satisfaction based on components like controllability, emotion, inference, motivation, performance by management or employee or any happening during the service delivery all of which could work independently or in combination influencing the complex process of satisfaction (Oh and Parks 1997, Bowen 2001, Bowen 2002 and Bowen and Clarke 2002). Being a complex process, it is difficult to pinpoint one single definition and as result, customer satisfaction can be defined in various interpretations (Yuksel and Yuksel, 2001). However, Oh and Parks (1997, p.37) based on critical analysis of customer satisfaction suggested a convincing definition that customer satisfaction may result from a very simple or complex process involving extensive cognitive, affective and other undiscovered psychological and physiological …show more content…
A marketing mix is used to indicate the several marketing variables used by the sales team to target specific guests or target market segments.
Marketing mix is normally prepared by the marketing manager of each travel organisation. The agencyl should have the right services, define good promotional strategies (both online and offline) and finally with the right pricing.
Hotels generally cater to different market segments and each of these market segments has different requirements. For example, a leisure guest on a family trip looks for recreational and wellness facilities of the hotel where as a business traveller gives importance on hotels business facilities like business centre, video conferencing, good in room internet connectivity and in our case people with disabilities looking for the friendliest hotel with multiple options for their special clients.
This analysis done by the marketing department can help the top management to identify these specific requirements and work along with the management to either develop their services or make the required
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