Enhancing the customer experience

You are currently working as an experienced guest relations executive in the JW Marriot Hotel Singapore South Beach. Five new staffs have been recruited last month and you have been asked to conduct their induction programme. Your first task is to write a report for
their induction programme.
Your report should include the following information:
evaluate five (5) different target customer groups’:
1.business travelers,
2.families,
3.Conventional tourist – visiting attractions and historical places,
4.the elderly
5.Delegates – coming for conferences and fairs)
Evaluate their needs and expectations in terms of customer engagement for the JW Marriot Hotel Singapore South Beach together with a review of how customer engagement factors determine the customer on-boarding strategies for the chosen target customer groups you have identified for the hotel
Using different target customer groups, explain what the value and importance is to understand their needs, wants and preferences for the hotel industry while exploring the different factors that drive and influence customer engagement for these target groups for the JW Marriot Hotel Singapore South Beach.
Crate a detailed customer experience map that charts the customer journey model for the JW Marriot Hotel Singapore South Beach, discuss and examine the activities and actions taken on how the customer touch points throughout the customer experience map creates business opportunities for the hotel.
Based on your findings from the customer experience map, provide an analysis of how the JW Marriot Hotel Singapore South Beach can optimize each of the customer touch points to influence the behaviour,responses and actions of its customers to enhance the customer experience.
Please use websites for references

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