Profil de la clientèle et management des structures d’hébergement à Ebolowa

Abstract

Our work entitled "customer profile and management of accommodation structures in Ebolowa" raises the problem of mastering the customer profile in the management of accommodation structures in Ebolowa. Customers are an important asset for businesses in general and for the hotel sector in particular. It occupies a central place in the hotel sector because it is the main source of consumption for most of the accommodation, leisure and catering services offered and therefore it generates the majority of income. In recent decades, with the advent of new information and communication technologies (NICT), customers have become more and more demanding. Therefore, satisfying and retaining them in a context marked by increased competition therefore leads accommodation structures to improve their managerial systems and improve the quality of service delivery. In accommodation facilities in the city of Ebolowa, there is a lack of innovation in the services offered. In addition, the same services are offered to all customers without really taking into account their specificities, the managerial system remaining solely focused on sales. However, these accommodation structures have for a few years seen a high attendance of a very diverse clientele (social status, ethnic origin, religious affiliation, nationality, physical disability) with specific expectations. Thus, there is the problem of mastering the profile of the clientele in the management of hotel structures. The data collected from documentary and empirical research reveal that the mastery of the profile of the clientele by the managers of accommodation structures promotes better knowledge of the needs, preferences and habits of clients. It also allows hoteliers to anticipate and adapt offers and services according to customers to better satisfy them and increase the company's profits.