Access over 20 million homework & study documents

Guest satisfaction in a Hotel Presentation

Content type
User Generated
Showing Page:

Sign up to view the full document!

lock_open Sign Up
Showing Page:

Sign up to view the full document!

lock_open Sign Up
Showing Page:

Sign up to view the full document!

lock_open Sign Up
End of Preview - Want to read all 11 pages?
Access Now
Unformatted Attachment Preview
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 ...
Purchase document to see full attachment
User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

I was struggling with this subject, and this helped me a ton!


Similar Documents