Principles of customer service

AC 2.2 - Explain how tourism organisations meet expectations of different types of customer

The best in the world

It is often the case that people working in the tourism industry provide a service to people who are much wealthier than those providing service.  Some people can afford to pay for the very best quality; fly first class, go to the most exotic holiday destinations and stay in the most expensive hotels.

Watch the YouTube video below of the 'Top 10 Hotels in the World 2019' (or any similar video found on Youtube) before moving on to the activity which will ask you to make notes about the quality of the hotels, rooms and facilities.

Activity 1

After you've watched the above video (or similar), make notes about the quality of the hotels, rooms and facilities for 5 of the hotels.

Just imagine that you could afford to stay at one of the hotels featured.  What would your expectations be?  How would you spend your time at the hotel?

Write about your expectations of:

  • The reception experience
  • The quality of the bedroom
  • The restaurants
  • The pool
  • The leisure and spa facilities

Activity 2

For one of the hotels investigate its website and make a note of the costs of rooms.