Hotel guest satisfaction in the hotel industry
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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.
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Hotel Front Office Department
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Customer Satisfaction in Hospitality Industry
Abstract
Satisfying the customer is a never--ending process. The aim of satisfying customers is to retain them, as customer retention directly reflects on the hospitality industry’s profit. Though most businesses have a good coordination between customer satisfaction and customer retention, the rate of retention may be influenced by high market competition, lack of differentiation among services/products, lack of interest among customers about that service-/-product and lack of involvement among customers about that service/product. Thus, going beyond customer satisfaction leads to high customer retention, otherwise called customer loyalty.
The success of every organization is underscored by the satisfaction of its customers. This is especially true in the hospitality sector where the success of a company is dependent on its ability to meet its customers’ needs and expectations. This entails that all staff, to avoid trouble-causing potentials, must be well trained in areas where performance has a possibility of falling below expectations. To sustain progress in the hospitality sector, satisfying the customer in all respects must be the prime and essential focus of management. Based on a review of the literature on customer satisfaction, study discusses and examines its benefits in the hospitality industry, factors that influence customer satisfaction, major considerations for improving customer satisfaction and strategies for improved customer satisfaction. Moreover, using Kano’s model of customer satisfaction, the study examines in detail how attributes of customer satisfaction can be divided into three categories: threshold, performance and excitement attributes. These attributes play an important role in encouraging customer satisfaction and loyalty, thereby ensuring the long-term success of a business in the hospitality sector.
Key Words: customers, customer satisfaction, customer loyalty, quality service, Kano’s model, threshold, performance and excitement attributes
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This Presentation will help New Joinees in Hospitality Sector to understand the Tricks & Techniques of Handling Guest Complaints at Hotel
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Recommended
Hotel Front Office Department
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Customer Satisfaction in Hospitality Industry
Abstract
Satisfying the customer is a never--ending process. The aim of satisfying customers is to retain them, as customer retention directly reflects on the hospitality industry’s profit. Though most businesses have a good coordination between customer satisfaction and customer retention, the rate of retention may be influenced by high market competition, lack of differentiation among services/products, lack of interest among customers about that service-/-product and lack of involvement among customers about that service/product. Thus, going beyond customer satisfaction leads to high customer retention, otherwise called customer loyalty.
The success of every organization is underscored by the satisfaction of its customers. This is especially true in the hospitality sector where the success of a company is dependent on its ability to meet its customers’ needs and expectations. This entails that all staff, to avoid trouble-causing potentials, must be well trained in areas where performance has a possibility of falling below expectations. To sustain progress in the hospitality sector, satisfying the customer in all respects must be the prime and essential focus of management. Based on a review of the literature on customer satisfaction, study discusses and examines its benefits in the hospitality industry, factors that influence customer satisfaction, major considerations for improving customer satisfaction and strategies for improved customer satisfaction. Moreover, using Kano’s model of customer satisfaction, the study examines in detail how attributes of customer satisfaction can be divided into three categories: threshold, performance and excitement attributes. These attributes play an important role in encouraging customer satisfaction and loyalty, thereby ensuring the long-term success of a business in the hospitality sector.
Key Words: customers, customer satisfaction, customer loyalty, quality service, Kano’s model, threshold, performance and excitement attributes
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This Presentation will help New Joinees in Hospitality Sector to understand the Tricks & Techniques of Handling Guest Complaints at Hotel
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Reason for Guest Complaints
Normal Reaction to Complaints
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Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
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Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
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PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels. Concierge and Bell desk
Basic etiquette and grooming standard
Introduction to guest mail and key handling
Key control
Policies for black listed person
Wake up call
left luggage
Scanty baggage
Daily Report
Chapter 3: Front Office Operations
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Credit Control in Front Office
Introduction to Credit Control
Cash Control
Internal Control
Elements of Internal Audit
Principles of Internal Audit
Physical Control Measures
Cash Inflow Control
Why do hotels sell on credit
Objectives of Credit Control
Credit Control Problems
Methods of Credit Control
Credit Control for guests at check-in
Credit Control during guest stay
Credit Control during/ post departure
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Hotel guest satisfaction in the hotel industry
- 2. There Were Don’t Call Restaurant No Guest Me Late At Service Was Towels In Night Slow !! The Room !!
- 3. • Hotels Are Not Listening To Their Guests.
- 4. As low As Only 33% of Verbal Guest Feedback Comes To The Managers Ears
- 5. Service Was Really Slow !! I Didn’t Get My Newspaper