Recruiter's Glossary

Examples: HACCP (Hazard Analysis Critical Control Points) • concierge Services • RMS (Revenue Management System)

B2C (Business to Consumer)

Term from Hotel Management industry explained for recruiters

B2C, which stands for Business to Consumer, refers to businesses that sell products or services directly to individual customers rather than to other businesses. In the hotel industry, this means dealing directly with guests who book rooms for their personal stays, whether it's for vacation or business travel. This is different from B2B (Business to Business), where hotels might work with travel agencies or corporate clients. Most regular hotels, resorts, and hospitality businesses operate primarily in the B2C space, focusing on making their services appealing and accessible to individual travelers.

Examples in Resumes

Managed B2C operations for a 200-room luxury hotel

Increased B2C sales by 40% through direct booking initiatives

Developed successful Business to Consumer marketing campaigns for resort properties

Implemented new B2C customer service protocols that improved guest satisfaction scores

Typical job title: "B2C Managers"

Also try searching for:

Customer Service Manager Direct Sales Manager Consumer Relations Manager Guest Services Manager Front Office Manager Revenue Manager Consumer Marketing Manager

Where to Find B2C Managers

Professional Associations

Industry Resources

Learning Resources

Example Interview Questions

Senior Level Questions

Q: How would you develop a B2C strategy to increase direct bookings and reduce dependency on online travel agencies?

Expected Answer: A strong answer should include creating a loyal customer base through rewards programs, improving the hotel's direct booking website, implementing competitive pricing strategies, and utilizing customer data for personalized marketing campaigns.

Q: How do you measure the success of B2C initiatives in a hotel setting?

Expected Answer: The candidate should discuss key metrics like direct booking rates, customer satisfaction scores, repeat guest percentages, revenue per available room (RevPAR), and customer acquisition costs.

Mid Level Questions

Q: What strategies would you use to improve guest satisfaction in a B2C hotel operation?

Expected Answer: Look for answers that include implementing feedback systems, training staff in customer service, creating personalized guest experiences, and developing efficient problem-resolution procedures.

Q: How would you handle a situation where a direct booking guest is unhappy with their room?

Expected Answer: The answer should demonstrate problem-solving skills, knowledge of hotel policies, understanding of guest satisfaction importance, and ability to make quick decisions to maintain customer loyalty.

Junior Level Questions

Q: What's the difference between B2C and B2B in the hotel industry?

Expected Answer: Should explain that B2C involves dealing directly with individual guests booking for personal use, while B2B involves working with businesses, travel agencies, or corporate clients.

Q: What are the basic components of good B2C customer service?

Expected Answer: Should mention friendly communication, prompt response to guest needs, problem-solving abilities, and understanding of basic hotel operations and services.