Hotel Lilla Roberts website communication
Moorhouse, Joanna (2017)
Moorhouse, Joanna
Haaga-Helia ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017060612667
https://urn.fi/URN:NBN:fi:amk-2017060612667
Tiivistelmä
Hotel Lilla Roberts website is the most important selling channel of the hotel based on statistics from Kämp Collection Hotels. Hotel website communication includes verbal and visual communication. Visual communication is always the more important as people want to see pictures. There should be no mixed messages in the website communication. The communication of the website should be coherent and cohesive.
It is challenging to keep the website communication uncluttered as there are numerous partners and collaborators. In addition to these many partners, within Kämp Collection Hotels there are many employees involved in the communication of the website. Good human communication and chemistry help maintain the website communication clear. It is vital that all employees have a similar vision of the hotel brand and image.
In my thesis I used qualitative methods. I interviewed hotel management in order to understand the image the hotel wants to project to customers via website communication. To understand the customer perception, In April 2017, I organized a brief questionnaire in hotel Lilla Roberts lobby for business and leisure travelers.
The research revealed some discrepencies within management intended and also in customer perception. This proves the point how challenging it is to retain a cohesive website communication. The more the hotel keeps third parties in the minimum, the more chances it has to manage the website communication. From the customer point of view one of the most surprising results was how few customers actually visit the hotel website.
The product-oriented thesis is a core memory list for all hotel employees involved in website communication. It is aimed to help design successful online communication.
The research results cannot be generalized and are not trustworthy as the questionnaire sample of customers was not big enough. Respondents to the questionnaire are hotel customers and this is a delimitation of the research. The results give hints how customers perceive website communication.
It is challenging to keep the website communication uncluttered as there are numerous partners and collaborators. In addition to these many partners, within Kämp Collection Hotels there are many employees involved in the communication of the website. Good human communication and chemistry help maintain the website communication clear. It is vital that all employees have a similar vision of the hotel brand and image.
In my thesis I used qualitative methods. I interviewed hotel management in order to understand the image the hotel wants to project to customers via website communication. To understand the customer perception, In April 2017, I organized a brief questionnaire in hotel Lilla Roberts lobby for business and leisure travelers.
The research revealed some discrepencies within management intended and also in customer perception. This proves the point how challenging it is to retain a cohesive website communication. The more the hotel keeps third parties in the minimum, the more chances it has to manage the website communication. From the customer point of view one of the most surprising results was how few customers actually visit the hotel website.
The product-oriented thesis is a core memory list for all hotel employees involved in website communication. It is aimed to help design successful online communication.
The research results cannot be generalized and are not trustworthy as the questionnaire sample of customers was not big enough. Respondents to the questionnaire are hotel customers and this is a delimitation of the research. The results give hints how customers perceive website communication.