Guest satisfaction in a Hotel Presentation

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Guest satisfaction in a Hotel Prepared: Anu 1. Customer Satisfaction 2. Customer service 3. Why customer complain something? 4. What should management do? 5. Improving guest satisfaction 6. Customer care 7. Questionnaire Content 8. Summary TREY research 2 Customer satisfaction Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of your guests. How far you go to create customer satisfaction determines the level of success for your hospitality business. But customer satisfaction isn't just about service. When the other elements that round out your guests' experience are adequately addressed, customer satisfaction should be high. TREY research 3 Customer service Honing your staff's customer service skills is essential. "Customer service" is a broad term encompassing everything from friendly and professional greetings to being available at any moment to capably assist a guest. It implies serving your guests in a warm and inviting fashion. Customer service begins the moment an individual calls your business, either to make a reservation or to gather information. High quality service means meeting -- and exceeding -- your guests' expectations to feel warmly welcomed. This Photo by Unknown Author is licensed under CC BY TREY research 4 Why customer complain? Guest perception ≠ Guest Expectation Occurs when guest perceptions doesn’t equal their expectation. Reasons: - Guest service is bad - Hotels are ...
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