CLIENT PROJECT CLOSURE

& REFLECTION
 TABLE OF CONTENT
• Executive Summary
• Client Introduction
• Current Challenges
• Project Objectives
• Methodology
• Data visualization and communicating insight
• Solution/ Testing plan ,Criteria, Evaluation and Outputs
• Solution /Adjustments, Amendments and Recommendations
• Insights
• Recommendations
• Reflection
• Thankyou
 Executive Summary
Hotel Sears PVT LTD, known as Hotel Ceaser Palace, is an ultra-modern, uniquely
designed hotel located in Kottayam, Kerala.
Project scope includes
1. Create an effective marketing plan  and communication plan.
2.  By offering appropriate training by the employer in terms of improving the trading.
3. Helping the client promote brands via digital marketing to attract people.
The primary goal of our client, Hotel Ceaser Palace, is threefold:
o to capture a larger customer base,
o increase profitability, and
o establish a stronger online brand presence.
 CLENT INTRODUCTION

• Hotel Sears PVT LTD is a unique designed, ultra modern hotel in Kottayam, Kerala.  
• Hotel Ceaser palace encounter a variety of issues that may have an impact on their
profitability and success. Some of the common problems are poor customer service,
staffing issues, marketing and  promotion , technology challenges and upkeep and
preservation.
•  In this project the primary step is to conduct an in-depth market analysis  of the
hotel ,capturing customers and retain them. The online  social media platform has 
emerged to vast extent in the field of global market, and it should be applied  effectively
 in this project as well. 
 CURRENT CHALLENGES

• Poor Customer Service

• Staffing Issues
• Marketing and Promotion
• Technology Challenges
• Data Security Concerns
• Upkeep and Preservation
 Project Objectives

• To expand its customer base,

• Boost profitability, and
• Build a stronger online brand
 METHODOLOGY

Conduct a Market Analysis:

• Market Research
• SWOT Analysis
• Customer Segmentation
Improve Customer Service
• Training Programs
• Feedback Mechanism
• Reward Programs
Marketing and Promotion
• Brand Identity
• Digital Marketing
• Content Strategy
Technology Challenges
• Technology Assessment
• Regular Maintenance
• Mobile Optimization
DATA VISUALISATION, COMMUNICATING
INSIGHT
GRAPHICAL REPRESENTATION OF INCREASE IN NO.OF CUSTOMERS BY THE EFFECT OF SOCIAL
MEDIA PLATFORMS

YOUTUBE WHATSAPP FACEBOOK TWITTER INSTAGRAM

 SOLUTION / MODEL TESTING PLAN,
CRITERIA,EVALUATION & OUTPUTS
TEST PLAN
• DATA GATHERING :- To obtain a conclusion, goal, or judgement and to make it
possible for strategic and leadership decision-making, one searches for or gathers
and synthesises data from a number of stakeholders and sources in a neutral,
objective manner.
• MEASUREMENT :- Data measurement is the process of calculating and
evaluating several properties of data, such as its size, volume, quality, and other
features. For monitoring, analysing, and coming to wise conclusions based on data,
proper data measurement is crucial.
• DATA ANALYSING :-In order to find relevant information, draw conclusions,
and assist decision-making, data analysis is the process of looking at, transforming,
cleaning, and analysing data. It is an important stage in many different sectors,
including business, research, healthcare, finance, and many more.
 Monitoring Test Output for Hotel Sears PVT LTD

• CURRENT STATUS
• The hotel wants to expand its clientele, boost revenue, and strengthen its online
brand identity.
• Poor customer service, staffing difficulties, marketing and promotion problems,
technological restrictions, and maintenance issues are common problems.
• The manual management of hotel operations has been time-consuming and error-
prone.
 Proposed Solutions
1.Customer Service Enhancement:
 Conduct training sessions for customer service agents to emphasize client satisfaction
and effective handling of challenging situations.
 Implement a mechanism for monitoring customer feedback and promptly addressing
concerns.
 Consider reward programs to recognize and motivate excellent customer service.
2.Marketing and Branding:
 Perform comprehensive market research to gain insights into the target audience and
adapt marketing strategies accordingly.
 Develop a strong and appealing brand identity that resonates with the intended customer
base.
3.Technology Integration:
 Regularly maintain and update technology systems to ensure they remain current and
efficient.
 Ensure the hotel's website is user-friendly and responsive on mobile devices.
 Implement robust data security protocols to protect customer information.
 NEXT STEP
• Keep an eye out for client comments and implement any necessary
changes.
• Pay special attention to personnel development and motivation to deliver
outstanding customer service.
• To improve operational efficiency, keep technology systems updated and
maintained on a regular basis.
• Promote the hotel's special amenities and services by using social media
platforms effectively.
 SOLUTION / MODEL ADJUSTMENTS, AMENDMENTS
CUSTOMER SERVICE To improve customer care representatives' communication, problem-solving, and
TRAINING service-knowledge, hold frequent training sessions for them.
• To increase general customer happiness, put more emphasis on showing empathy and comprehending visitor
needs.
• To assist personnel in handling difficult situations successfully, introduce scenario-based training.

Monitoring and Responding Implement a system for gathering and analysing consumer feedback through
to Feedback: internet reviews, questionnaires, and face-to-face contacts.
• Form a specialised staff to handle guest complaints quickly and successfully.
• Recognise and reward staff members for positive feedback.

Conduct thorough market research to identify the preferences and needs of your
Market Research and target audience, both local and tourists.
Target Audience
Understanding
• Use the insights gained to tailor your services, promotions, and amenities to better suit your guests'
expectations.
 INSIGHTS
• Unique Hotel Offering : Hotel Sears PVT LTD differentiates itself with its
unique design and ultra-modern amenities
• Diverse Amenities: The hotel provides a range of amenities including a multi-
cuisine restaurant, banquet and conference facilities, a business center, coffee
shop, curios shop, and an exclusive lounge bar.
• Importance of Customer Service :Customer service plays a crucial role in the
hotel industry.
• Marketing and Branding : Market research and adjusting marketing strategies
can help in better understanding the target audience and effectively promoting
the hotel.
• Technology and Data Security : Regular technology maintenance and updates
are necessary to ensure that systems are efficient and secure
• Customer Retention: To increase profitability, it's important not only to attract
new customers but also to retain existing ones.
 RECOMMENDATIONS
• To address the issues faced by Hotel Sears PVT LTD and achieve their goals of
capturing more customers, increasing profitability, and positioning their brand
effectively on the internet, here are some recommendations and model adjustments:
Customer Service Excellence:
1. Training and Development
2. Feedback Mechanism
3. Rewards and Recognition
 Marketing and Promotion :
1. Market Research
2. Brand Identity
3. Online Presence
• Online Presence and Social Media
1. Social Media Strategy
2. Online Booking Platform
3. Online Reputation Management
• Staffing and Training
1. Recruitment
2. Ongoing Training
 PRERSONAL REFLECTION
• It's clear the hotel has fallen behind competitors in areas like customer service,
marketing, and technology. However, with the right strategic initiatives, they can
turn things around.
• Monitoring feedback and implementing service rewards or recognition programs
seem like excellent starting points. Providing good service is fundamental in
hospitality.
• Developing a strong brand identity that connects emotionally with guests will be
key.
• On the technology side, investments in new systems and keeping current ones up-
to-date is essential.