Tutored project

How can we adapt the customer experience to meet customer expectations and keep them satisfied?

2022-2023

Licence Professionelle Chef de Projet Touristique

Jeanne TORU

Les Orangeries

Tutored project

3- Market study

5- Budget and conclusion

4- Project

2- Market study

1- Company presentation

summary

SF

Clients

• 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

Les Orangeries

Market

Clients

Trends

France and Nouvelle Aquitaine aim to become leaders in sustainable tourism

New customer appetite for eco-responsible destinations and sustainable catering1/3 of customers consider sustainability as a criterion of choice

Retailers and specialist platforms are increasingly keen to promote green destinations

How can we adapt the customer experience to meet customer expectations and keep them satisfied?

Market Study

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

Legislation for questionnaires

French average: 71% in July 2022 and 54.4% in December 2022

Average hotel occupancy has been below 50% for the past five years. 66.13% in July 2022 and 29.64% in December 2022

Market study

WebsiteSocial networks

Qualitelis

Beddings

Bloon

Projet

Constant evolution

How can we adapt the customer experience to meet customer expectations and keep them satisfied?

Budget

Challenges: time, organization, service providers

Conclusion

€15 000

Budget and conclusion

Thank you for your attention