An Investigation of How Hotels Make Customers Feel at Home - Capstone Project Example

The paper 'An Investigation of How Hotels Make Customers Feel at Home" is a good example of a management capstone project. The hotel industry and its correspondence in the United Kingdom are growing increasingly crowded with competitors. Technology is also advancing at a rate never before seen in the industry, and new product offerings and amenities are being offered to guests at a record pace. One area that guests today are concerned about is being able to stay connected to home and to arrive at a hotel that actually treats them like a member of the extended family.

With all of the obligations governing daily life in the United Kingdom, many views travelling as a necessary evil, so they are increasingly looking for hotel properties that give them what they want. What they want is a location that they can walk into quickly and feel like they are at home, instantly connecting to family and friends, and having many of the same comforts that they are used to in their own abode. Globally, the hotel industry has changed immeasurably in recent years. In decades gone by, consumer choice was largely limited to a few chain brands that largely offered the same amenities as everyone else.

Hotels guests were left needing to adapt to the given property they chose, rather than forcing the property itself to cater to their own wishes and desires. With the competitive nature of the industry today, however, this mindset has shifted. Hotel guests today want to stay connected to home. In essence, they desire their hotel of choice to truly be an extension of their home. The amenities offered today, as a consequence, must reflect that reality in order to attract a loyal customer base. Customers have new expectations that must be met if a hotel wants to stay viable and profitable. 1.1 Statement of the ProblemThe problem is that increasing competition in the hotel industry throughout the United Kingdom in recent years has made it increasingly difficult to attract a loyal and committed guest base.

As a result, properties throughout the region have had to reinvigorate their product design to be more appealing to their guests and to provide them with the amenities that they have come to expect in their temporary home away from home. At the same time, declining profit margins and rising expenses have exacerbated the issue as hotels grapple with the need to balance the rising expectations of a more discerning client base with the reality that they must make a profit.