Justin Gregory
HMGT 401
12/7/2009
Hospitality Paper 4: Tourism
Ever since a couple of years ago the United States has been put into a hard time in trying to deal with the economic recession at hand. Which means many different industries have suffered due to this as well. Including the lodging and travel industry, which has seen itself get behind during the recession. However, Bill Smith of Crystal Cruises has made sure that something like a economic downfall wasn’t going to completely ruin his company says David Eisen in his article in Travel Agent. Crystal Cruises has made sure to do their part to get ahead during this recession.
During such a hard time with the American economy most business are having to find new and more innovative ways to attract customers to their product. However, Crystal Cruises are taking a more simple step in pleasing their guests while on board. Bill Smith tells Travel Agentthat he feels it is all about the customers relationship with it’s host. He agrees that product is one of the most obvious and biggest factors to the customer, but the underlying factor is the service that they are receiving. This is the one thing that really makes a customer come back time after time. During this recession Crystal Cruises are also taking there most elaborate cruise packages and stripping them down to give the customer exactly what they want, in a clear and all-inclusive manner. Owner Bill Smith argues that at a time like this people want what they need when they are on vacation, not all of the unnecessary add-ons that they have to pay for in these packages.
Crystal Cruises has been focusing mainly on their customer service techniques in the recent years to help make sure that they don’t lose their customers as a result of a suffering economy. Simply doing things like improving their service to be considered at a more luxury standard, and giving their guests exactly what they want are two easy steps in keeping good business. The...