Hotel Industry Research

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This presentation is only part of an extensive research I've done on strategies and tactics in the hotel industry in San Francisco, California. It presents chief irritations by each persona which gives every hotelier insights on who are their customers and what they want and look for. This helps hotel managers or owners better understand their clients in order to create a better marketing campaign.

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Hotel Industry Research

  1. 1. Top Customer Irritations in the Hotel Industry in San Francisco 2014 by Lee Erpelo
  2. 2. Irritations by Leisure Travelers © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com
  3. 3. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #1 “You can wait for ages at the front desk for the staff to finish chatting...”
  4. 4. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #2 “...room servicing is very basic.”
  5. 5. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #3 “Very noisy air conditioning.”
  6. 6. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #4 “...the minibar was replenished twice on a 6 day trip..”
  7. 7. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #5 “Could not get TMobile phone reception.”
  8. 8. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #6 “Wifi charges were extortionate.”
  9. 9. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Leisure Traveler Irritation #7 “..the breakfast buffet is one of the worst I've ever had.”
  10. 10. Irritations by Business Travelers © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com
  11. 11. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #1 “...the service is horrible.”
  12. 12. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #2 “..lacks the common sense modern upgrade amenities to pull off business meetings.”
  13. 13. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #3 “This is one of the hotels with a beautiful lobby and crappy rooms.”
  14. 14. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #4 “The TV reception is awful.”
  15. 15. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #5 “The WiFi is nothing short of atrocious.”
  16. 16. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #6 “Room was the wrong one according to what I had booked online.”
  17. 17. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Business Traveler Irritation #7 “Good location but unfriendly staff.”
  18. 18. Irritations by Couples © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com
  19. 19. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #1 “The hotel charge for every little thing including local phone calls, internet, water in the room.”
  20. 20. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #2 “I really want to love this hotel but....NOISY BEYOND BELIEF!!”
  21. 21. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #3 “Valet parking is way too expensive.”
  22. 22. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #4 “ The gym is really non-functional.”
  23. 23. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #5 “Photos are very deceiving with small rooms.”
  24. 24. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #6 “Cleanliness and hygiene seemed like an afterthought.”
  25. 25. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Couple Irritation #7 “The breakfast is very poor... ”
  26. 26. Irritations by Family © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com
  27. 27. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #1 “This hotel has NO noise control.”
  28. 28. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #2 “They charge you extra and can't refund you when it's their mistake.”
  29. 29. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #3 “Hotel ran out of washcloths our second night (can you believe that!)”
  30. 30. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #4 “...it seems they don't really clean the sofa beds.”
  31. 31. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #5 “Room service food was terrible.”
  32. 32. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #6 “You have to ask for basic things like water multiple times to get it.”
  33. 33. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Family Irritation #7 “The double rooms were a bit small for 4 people with barely any space to move around.”
  34. 34. Irritations by Wedding/Party Guests © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com
  35. 35. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Guests Irritation #1 “Your wedding guests will have to pay $47 for parking. Wowza!”
  36. 36. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Guests Irritation #2 “Very rude wait staff.”
  37. 37. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Guests Irritation #3 “There were guests being loud in other rooms near our guests rooms.”
  38. 38. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Guests Irritation #4 “We were promised a 5 star service, but what we actually received was the complete opposite.”
  39. 39. © 2014 by Lee Erpelo. Contact: leebuenaflor@gmail.com Guests Irritation #5 “The tables did not match the seating plan.”
  40. 40. This is only part of an extensive research I’ve done on strategies and tactics in the Hotel Industry in San Francisco in 2014. Let me know if you want to get the rest of my research. Email me at leebuenaflor@gmail.com

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