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Tutored project
Jeanne Toru
Created on September 16, 2023
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Transcript
Tutored project
How can we adapt the customer experience to meet customer expectations and keep them satisfied?
Les Orangeries
Jeanne TORU
Licence Professionelle Chef de Projet Touristique
2022-2023
1- Company presentation
2- Market study
summary
3- Market study
4- Project
5- Budget and conclusion
Les Orangeries
- Established in 1999, with restaurant and extension in 2009
- First hotel to be awarded the Ecolabel in 2006
- Triple offer Hotel-Restaurant-Events
- 15 guest rooms
- 35-meter swimming pool and one-hectare park
- Billiard room
- High-quality architecture (18th-century buildings), with a family home feel
SF
Clients
Market Study
Market
Retailers and specialist platforms are increasingly keen to promote green destinations
Clients
New customer appetite for eco-responsible destinations and sustainable catering 1/3 of customers consider sustainability as a criterion of choice
Trends
France and Nouvelle Aquitaine aim to become leaders in sustainable tourism
How can we adapt the customer experience to meet customer expectations and keep them satisfied?
Market study
Average hotel occupancy has been below 50% for the past five years. 66.13% in July 2022 and 29.64% in December 2022
Legislation for questionnaires
Interview with an RGPD expert
Questionnaires: no need for consent because no commercial purposesCRM: no right to communicate if not consumed before if already consumed -> consent derogation for similar service
French average: 71% in July 2022 and 54.4% in December 2022
Projet
Bloon
Beddings
Website Social networks
Qualitelis
Budget and conclusion
Conclusion
Budget
Challenges: time, organization, service providers
Constant evolution
How can we adapt the customer experience to meet customer expectations and keep them satisfied?