P2 – Describe customer service provision in travel and tourism organisations to meet the
individual needs of different types of customers
Know how travel and tourism organisations adapt customer service to meet the individual
needs of customers
Different types of customer:
Individuals:
These tourists will either be travelling for leisure or business and can be a family, one their
own or as a couple. Individual travellers can travel in ‘groups’ but their needs will all be
different making them individual from the rest of the party.
Business: These types of customers will be travelling for the purpose of work. They prefer
convenience as they will want to get to their destination in comfort and be ensured that
they will not face any issues along the way. Most business travellers will want luxury as the
organisation they are working for will be covering the expenses. It is very important that an
employee can make a customer feel that their needs are important. To do this, a staff
member will avoid getting distracted and will have to pay full attention to their customers
needs.
Premier Inn: As the tourist is there on business, they will more than likely want access to Wi-
Fi. It is very common that a business has free access or cheap access to Wi-Fi, especially as it
is an accommodation. To ensure that the tourist is happy, Premier Inn has a business deal
that only applies to business travellers. This involves a 15% deduction on their cost stay and
a number of free additions of which one of them is Wi-Fi. They also have a higher access
rate to employees such as room service employees who will offer them cleaning, food and
drink or amenity services such as fresh towels and toilet paper.
Leisure (Holidays): Most travellers will be travelling for leisure purposes and which can
involve them going on holiday or making visits to friends or family. Even though they are
travelling for leisure, their needs will still differ from one another as their purpose of travel
will be different. An example of this is one tourist going on holiday to a water park or a
tourist who is visiting family, both will have different needs. To meet the needs of these
individuals, they offer guides for the location that the tourist is in, these are available at the
front desk. They normally come in leaflets and will give a tourist an idea of what is in that
location as well as good transportation options. If a tourist is going on holiday, they will have
needs that will need to be met based on the situation.
Hanmer Springs Thermal Pools & Spa: There are two tourists who have two children (ages
10 – 13) looking to go to a waterpark in New Zealand as part of their holiday. The parents
and children will both want to enjoy themselves and will want their needs met. To ensure
this, the water park has two different sections that are able to cater to the needs of both the
children and parents. For there parents, there are are mineral hot tubs that they will be able
to relax in and are catered to only over 16s, this will mean that the area will be children free.
For the children, there is a big pool (1.73 meters deep) that has a life guard, a lazy river
which takes people around in a circle and three separate kid-friendly slides. This side of the
park caters to people of all ages but would be a good place for the children to enjoy
themselves whilst the parents rest in the hot tubs.
Groups:
These will normally include travellers who are from schools, special interest groups or
friendship/travelling group.
individual needs of different types of customers
Know how travel and tourism organisations adapt customer service to meet the individual
needs of customers
Different types of customer:
Individuals:
These tourists will either be travelling for leisure or business and can be a family, one their
own or as a couple. Individual travellers can travel in ‘groups’ but their needs will all be
different making them individual from the rest of the party.
Business: These types of customers will be travelling for the purpose of work. They prefer
convenience as they will want to get to their destination in comfort and be ensured that
they will not face any issues along the way. Most business travellers will want luxury as the
organisation they are working for will be covering the expenses. It is very important that an
employee can make a customer feel that their needs are important. To do this, a staff
member will avoid getting distracted and will have to pay full attention to their customers
needs.
Premier Inn: As the tourist is there on business, they will more than likely want access to Wi-
Fi. It is very common that a business has free access or cheap access to Wi-Fi, especially as it
is an accommodation. To ensure that the tourist is happy, Premier Inn has a business deal
that only applies to business travellers. This involves a 15% deduction on their cost stay and
a number of free additions of which one of them is Wi-Fi. They also have a higher access
rate to employees such as room service employees who will offer them cleaning, food and
drink or amenity services such as fresh towels and toilet paper.
Leisure (Holidays): Most travellers will be travelling for leisure purposes and which can
involve them going on holiday or making visits to friends or family. Even though they are
travelling for leisure, their needs will still differ from one another as their purpose of travel
will be different. An example of this is one tourist going on holiday to a water park or a
tourist who is visiting family, both will have different needs. To meet the needs of these
individuals, they offer guides for the location that the tourist is in, these are available at the
front desk. They normally come in leaflets and will give a tourist an idea of what is in that
location as well as good transportation options. If a tourist is going on holiday, they will have
needs that will need to be met based on the situation.
Hanmer Springs Thermal Pools & Spa: There are two tourists who have two children (ages
10 – 13) looking to go to a waterpark in New Zealand as part of their holiday. The parents
and children will both want to enjoy themselves and will want their needs met. To ensure
this, the water park has two different sections that are able to cater to the needs of both the
children and parents. For there parents, there are are mineral hot tubs that they will be able
to relax in and are catered to only over 16s, this will mean that the area will be children free.
For the children, there is a big pool (1.73 meters deep) that has a life guard, a lazy river
which takes people around in a circle and three separate kid-friendly slides. This side of the
park caters to people of all ages but would be a good place for the children to enjoy
themselves whilst the parents rest in the hot tubs.
Groups:
These will normally include travellers who are from schools, special interest groups or
friendship/travelling group.
