Hotel Service Design by Target Segment: Different Guests, Different Experiences

Beautiful hotels may not be a hotel that meets the customer's needs. If the service model, space and experience are not designed by a clear target group.

Target Segment Changes the Way of Service Design

Customers traveling to business, family, couples, elderly or wellness groups have different expectations and behaviors to use services. What should be taken into account is not the same from the booking procedure to the departure.

Customer Journey to connect

Experience does not only occur in the room, but includes information search, booking, arrival, reception, central space use, receipt of services and post-host communication. Each point design consistently helps create a clearer memory.

Service Design to Work with Space

Some service processes require a specific support area. While some areas need to be designed to support customer behavior, the development of service concept and space planning separate can make the experience unconstant.

Standard service must be transferable.

Good service should not depend on any one staff alone. It should be a guideline, process and quality management that makes the team understand the same standards. Also open space to create a natural nature in customer care.

What ICORP supports?

ICORP’s Hotel & Wellness Business includes Hotel / Accommodation Project Development, Wellness Concept, Customer Experience Management, Service Design, Relaxation & Wellness Space Development and Hospitality Services with Quality Management Mindset. This can help put a overview from concept to real experience.