hotel guest satisfaction in the hotel industry
DESCRIPTION
An interesting presentation on how guest satisfaction has made an impact on the hotel industry and what hotel managers can do to improve on guest satisfaction.TRANSCRIPT
Hotel Guest Satisfaction
In
The Hotel
Industry
Hotel Guest SatisfactionThere Were
No Guest Towels In
The Room !!
Don’t Call Me Late At
NightRestaurant
Service Was Slow !!
Listening To Your Guests
Happier & MoreSatisfied Guests=
Guest Will Complain SometimesWhy ??
Guest Perceptions
Guest Expectations
Occurs when guest perceptions does not equal their expectations. Reasons:
• Hotels Are Not Listening To Their Guests.
• Hotels Negligence Towards Guests.
As low As Only 33% of Verbal Guest Feedback Comes To The Managers Ears
WHY ??
Guest Complaints To Staff
Staff Collects Feedback
Feedback Gets Lost/Solved BeforeReaching Management
Management Remains Clueless
On Site Example
Service Was Really Slow !! I Didn’t Get
My Newspaper
• Guest Makes Feedback To Front Desk For Receiving Late Dinner.
• Guest Complaints To Hotel Service Crew For Not Receiving His Morning Newspaper.
Complaints/Feedbacks Never Reaches Management Office.
Clueless Management !! • Managers Don’t Receive Feedback, They
Cant Act !!
• Similar Problems and Guests Complaints Continue Occurring.
• If Managers Don’t Listen To Guests, They Cant Provide Better Service.
• Guests Feel Neglected and Unappreciated
Complaints/Feedbacks Never Reaches Management Office. Managers Remain Unaware
Eventual Outcome !!
Increase In Number Of Unhappy Guests
Decrease In Hotel’s Business
What Should Hotel Management Do ???
• Start Listening More To Their Guests
• Allow Guests To Leave Feedbacks Whenever & Wherever
• Feedback On Site, So We Can React Fast
• Example: The ECO Application (From Personal Experience)
Improving CustomerSatisfaction. Example : ECO• Allows For 1 on 1 Easy Interaction
• Feedback Goes Straight To Managers
• Cuts Out The Middle Man
• Managers Better Cater To Guest’s Individual Needs
Improving CustomerSatisfaction. Example : ECO
Guest Leave Feedback
Guest Receive Reward
Guest Satisfaction Increases
Email Me If You Would like To Know More Information.
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