Summary
Summary M 1 - Assess how customer service provision meets specific needs in tourism organisations
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Goes into detail concerning the different needs of customers and how organisations assess them
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M1 – Assess how customer service provision meets specific customer needs in travel andtourism organisations
Emirates and Premier Inn
Groups –
Groups of people will normally be travellers who are part of a school trip, special interest
groups or people travelling in a friendship or organised group. As all these groups members
will differ from one another, they will all have their own needs which will need to be met by
the business. Groups can consist of people who have similar needs or who all have very
different needs due to the group they are in.
Premier Inn who offers group room deals, if a group needed 9 or more rooms for a school
trip. The business has a service email and phone number ran by the ‘Central Reservations
team’ that allows groups to book the required amount of rooms they need at a quicker pace
as the contacts given is designed only to cater to the needs of groups. Groups are able to
book up to over 10 rooms at a time from standard to luxury. This shows that Premier Inn
has been able to adapt to the needs of their group customers. Making bookings can be hard
for groups and Premier Inn wanted to ensure that they had a more effective way of meeting
needs. This is why they created a separate phone number and email for group bookings to
contact.
Emirates also allows for group bookings of over 10 people, which would meet the needs of a
school trip group. If they want to make a booking, Emirates has a form on their website
which the organiser of the group will fill out with contact details and details of their
booking. If the group was smaller than 10, then a group of people where able to book on the
official website as they allow for straight forward bookings. According to a person on
‘Tripadvisor’, “we were a group of 6 family members including a 81 year old, we found the
that the staff assisted as far as they possibly could”, showing that Emirates was able to cater
for group needs.
Emirates and Premier Inn are both able to meet the needs of their group travellers as they
have specific pages on their websites allowing for these kinds of bookings. However,
Premier Inn has the better customer service as they provide a phone number and email that
are directed specifically at group bookings whilst Emirates only provides a form. This shows
that Emirates has recognised that they needed a better way to help meet the needs of
groups in a more efficient and accessible manner. Both businesses have been able to adapt
to meeting the needs of group customers as groups tend to travel a high amount of the
time. For this reason, it’s important that the businesses are both able to create services that
can meet their needs as this will keep them as a valid business to the customer.
Individuals –
This can be a traveller who is on their own or with a partner. An individual is a person who is
not travelling as a group.
Business –
These travellers purpose of travelling is for work and would prefer the trip to be
comfortable and convenient to them along with no issues. Most business travellers will
want luxury as their business will be paying for the expenses. For this reason, it is important
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