27 Mar In this assignment, you will take on the role of a?mystery shopper?by ?evaluating a hotel’s website and its guest experience offerings. Your ?goal is to
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In this assignment, you will take on the role of a mystery shopper by evaluating a hotel’s website and its guest experience offerings. Your goal is to analyze how well the hotel presents its brand, services, and operations through its digital presence. This exercise will help you understand how hotels engage with guests, highlight their amenities, and create a seamless booking experience.
Instructions:
- Select a Hotel
- Choose a well-known hotel brand (e.g., Marriott, Hilton, Hyatt, or an independent boutique hotel).
- Explore the hotel’s official website, focusing on its design, booking process, and information provided to potential guests.
- Evaluate Key Aspects
- First Impressions: Is the website welcoming, easy to navigate, and visually appealing?
- Booking Process: Is it user-friendly? Are room descriptions clear and pricing transparent?
- Amenities & Services: What accommodations, dining, and extra services are offered?
- Guest Reviews & Reputation: Analyze guest feedback on TripAdvisor, Google Reviews, or the hotel’s website (cite sources).
- Discuss Operational Effectiveness
- How does the hotel differentiate itself from competitors?
- Does the website reflect strong customer service and hospitality standards?
- What improvements could be made to enhance the guest experience?
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