Case
Unit 4 - Customer Service in Travel and Tourism P1
- Institution
- PEARSON (PEARSON)
Unit 4 - Customer Service in Travel and Tourism P1 - Explain the importance of providing excellent customer service in travel and tourism organisations
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Unit 4-Customer Service in Travel andTourism P1
P1- Explain the importance of providing excellent customer service in travel and
tourism organisations
In this assignment I will be investigating how customer service is provided in two different
organisations. My first organisation I will be looking at is Drayton Manor Park and the second
organisation I will be looking at is The Castle House Hotel. Drayton Manor Park is a theme
park resort and a zoo. We visited Drayton Manor on the 14th of September. It is located in
Staffordshire, England. Castle House Hotel is a 4 star hotel located in Hereford, England. We
visited Castle House Hotel on 5th of November.
Excellent customer service is very important in the travel and tourism industry. There’s a
quote which says ‘’if you don’t take care of your customers, someone else will’’.
When I visited Drayton Manor Park the overall first impression was good. The scenery was
nice and green which helped brighten up the miserable weather. The park was also nice and
clean, there was no litter on the floor. It wasn’t over-crowded and there was lots of open
space. Despite the weather, it seemed like a very cheerful place. It was important for me as a
customer to have a good first impression. What the customer first sees is what they make
their judgement on. If I would have had a bad first impression I would of probably wouldn’t
have enjoyed the day as much.
Drayton Manors company image was wonderful. Their logo was very eye catching. They have
used bright primary colours to make it look exciting and fun. If they would have used dull
colours then people might not take notice of the company. I just knew that by looking at the
logo that it was going to be a fun day out! Below is a picture of Drayton Manors logo.
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