Scribd
Upload
457 views1 page

Evaluating Kimpton's Customer Experience

The document discusses how extras and amenities can improve customer experiences at hotels and restaurants. It notes that pet-friendly policies and good customer service are important for hotels. For restaurants, it recommends excellent customer service, clear communication, informing customers of wait times, and offering small free items to make customers feel appreciated.

Uploaded by

Marvin Umadlao
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
457 views1 page

Evaluating Kimpton's Customer Experience

The document discusses how extras and amenities can improve customer experiences at hotels and restaurants. It notes that pet-friendly policies and good customer service are important for hotels. For restaurants, it recommends excellent customer service, clear communication, informing customers of wait times, and offering small free items to make customers feel appreciated.

Uploaded by

Marvin Umadlao
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Margie Y.

Umadlao
BSHM – 31A

Case Analysis: The Kimpton Experience

1. If you are a guest on one of the properties of Kimpton Hotels and Restaurants, would
the above-mentioned extras make a difference to your hotel stay? Support your answer.
- Yes, the extras make a difference for me specially ruff house because the place where I
can stay is pet friendly. As a dog lover of course, it is important for me to be with my dog and
the place I am staying is not harmful to my pet. So, for me the hotel standards are good.

2. If you are an owner of a restaurant/bar, how can you improve the meal experience of
your guest? What strategies can you apply? What extras will you offer? Why?
- If I am the owner of a restaurant/bar of course it is important to me what my
customers want. And to improve the meal experience of my guests is to have excellent
customer service, encourage effective communication between staff members, inform
customers about the wait time and respond immediately. And the extras I can give are offering
something free. Offering a gift to your guests, even a small offering like giving a dessert for free
or a small pack of mints can gain you a huge service point. These little acts make your
customers feel appreciated and will have positive associations with the restaurants.

You might also like