Enhancing customer satisfaction through implementation of meaningful leisure activities. Case: Hotel F6, Helsinki.

Abstract

The commissioner for this product-based thesis is Hotel F6 in Helsinki. The study was conducted by an employee of the hotel. The main goal of the author was to offer practical recommendations to Hotel F6 regarding the planning and implementation of leisure activities that cater to the diverse needs of different target groups. Additionally, the author aimed to assess the current state of leisure activities at the hotel and develop unique and innovative suggestions that distinguish it from its competitors. To accomplish this, the author examined key concepts and definitions related to leisure and experience, global trends in the leisure industry, and the role of additional services in improving the overall hotel experience. The author used the triangulation research model, which included conducting qualitative research through semi-structured interviews with hotel staff, as well as secondary research using pre-existing data from literature, academic journals, articles, and online and offline resources, and benchmarking other hotels that offer exceptional leisure and entertainment supplementary services for guests. The research results emphasized the importance of personalized leisure activities providing extra value to guests and creating unforgettable experiences. The author generated a list of recommended activities for guests based on both theoretical and practical aspects of the study, which incorporate modern trends such as ecotourism, staycation, female solo travel, bleisure travel, educational tourism, wellness tourism, and active tourism. To protect sensitive information, the provides a sample of two pages. The Commissioner company insists on exclusive access to the complete list. Additionally, the hotel should expand its collaboration with other companies to provide a wider range of activities to guests and increase revenue by receiving commissions from those companies. The study's results could be utilized for the successful development of hotel services and the creation of packages.