Enhancing the customer experience

Power point presentation with Speaker notes ,Speaker notes need to be 1100 words

Scenario: 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.

For the Speaker notes:

1.Explain the value and importance of understanding the needs, wants and preferences of target customer groups for a service sector industry 
2. Explore the different factors that drive and influence customer engagement ofdifferent target customer groups within a service sector organization
– Review how customer engagement factors determine customer on-boarding strategies for different target customer groups within a service sector organisation
 –Evaluate a broad range of different target customer groups needs and expectations in terms of customer engagement for a service sector organization
3 Create a customer experience map for a selected service sector organization 
4 Discuss how the customer touch points throughout the customer experience create business opportunities for a selected service sector organisation
-Create a detailed customer experience map that charts the customer journey model and examines the activities and actions taken at each customer touch point to create business opportunities for a selected service sector organisation
-Analyse how a service sector organisation can optimise each of the customer touch points to influence the behaviour, responses and actions of its customers to enhance the customer experience