This assessment task requires you to explore the concept of guest experience in a hospitality service setting, integrating both the perspectives of customers and operators. It aims to enable you to recognise the importance of co-creating positive experiences for an ever-changing customer market, in order to engage and meet the needs of both consumers and providers. The task also aims at developing your capacity to identify strategies and opportunities for improvement, and subsequently propose practical recommendations for the enhancement hospitality firm’s experiences. This assessment task gives you the opportunity to work with a group of your peers and investigate a topic that is important to the hotel sector. The purpose of this assessment is threefold. First, as a group project it is designed to be a practicum for learning leadership skills including group decision making, conflict resolution, interpersonal communication, and critical analysis. Second, communication (oral, written and visual), is an important skill in any profession and this is an opportunity for you to work with a variety of communication skills. Finally, the assessment provides you an opportunity to investigate what service firms in hospitality are doing to provide distinctive customer service. Instructions: This assessment task requires you, as a group (of 5), to write a 5,000-word report based on the case study “A day in the life of experience stagers: The case study of Saffire Freycinet” (Case study provided separately). The case describes the hotel experience of Charles and Karen through the eyes of the staff operating the luxury lodge. As a group you are to write a business report, complemented with two (2) infographics, that provides: 1. An analysis of the elements of the Saffire Freycinet experience Charles and Karen had. 2. An evaluation of the importance of co-creation in creating a memorable experience and the role the staff have in managing this experience. 3. A critical reflection on the strategies utilised by the luxury lodge to manage the quality of their guest experience and the impacts that quality experiences have to the hospitality business success.
