Meeting customer needs

What is a customer need?

• When customers need the toilet

• Things that customers require when purchasing a product or service

• When a customer would like a coffee

What three things will a business customer NEED in a hotel

• Spa/Pool

• Business/conference room

• Lifts to all floors

• Desk/Chair in their hotel room

How can a hotel meet the needs of a family?

What can a hotel do to meet the needs of a family in their restaurant?

• Provide a soft play area

• Provide a four course meal with sorbet

• A range of food and drink to suit all members of the family

• Provide high chairs for younger customers

What can a hotel do to help with the needs of a disabled customer?

• Provides clip boards when they check in

• Speak to them like children because they are sat down

• Rooms close to the lifts

• Specially adapted tables and chairs

What should a hotel provide to allow a person with a reduced mobility to access the hotel easily?

SELECT THREE

• Ramp (Rampa in spanish)

• Carrier bag

• Automatic Door

• Lifts/Escalator

What types of disabilities may a customer have visiting a travel and tourism organisation?

What can an organisation provide for a blind customer?

SELECT TWO

• Hearing loop

• Braile

• Voice instructions ( e.g floors in a lift)