Atithi Devo Bhava. Hotels strive hard to make or keep guests happy during their stay. During this process, the service quality delivered by the hotel plays a crucial role.

1. IDS Products
Impact of service quality on revenue
Karthick Prabu

2. 2
The Strawberry Story

3. 3

4. 4

5. 5
Krishan Agarwal
General Manager
Vivanta By Taj, Madikeri

6. 6

7. 7
ZZ
ddd
Vs

8. Importance of delivering top service
“The real disruption and innovation in
hospitality doesn’t lie in technology or
constructing great spaces. It’s about the
service, and the people delivering it”
8
Niki Leondakis
CEO
Two Roads Hospitality

9. Source: PhoCusWright

10. Top 10 Raves: Service tops!
ddd
Source: TrustYou study

11. Top 10 Rants: Service tops here too!
Source: TrustYou study

12. Good service vs bad service lifecycle
12
0 review = 53% of TA users won’t book a hotel
80% users = read 6 to 12 reviews before booking

13. Source: PhoCusWright

14. 14
Guests tell more people about their service experiences
Good customer service experiences  Guests tell 15 people, 50% of consumers talk to people about them
Poor customer service experiences  Guests tell 24 people, 56% of consumers talk to people about them
Source: AMEX Study

15. 15
The Bed Bug Story

16. Poor service can lead to lost sales
Source: AMEX Study

17. 66% customers willing to spend more
How much more will you spend for an excellent customer service?
Source: AMEX Study

18. Consumers value excellent service – some are willing to pay for it,
while others expect it
Source: AMEX Study
Why are you willing to spend more for excellent customer service?

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Service quality  Loyalty  Revenue
• Top service quality  retain existing customers, attract new customers
• Attraction of new customers is 6-7 times more expensive than retention of existing ones
• Scope of sales to existing customers are highest
• Loyalty customers  Hotel’s marketing expense reduces
Transaction charge reduces
Expenses related to the customers’ change decreases
Cost of failure decreases
Consumption of products at hotel increases
‘word of mouth’ communication is pursued
Revenue increase

20. Service quality  Loyalty  Revenue
5%
increase in
customer
retention
Source: Bain & Company study in Harvard Business Review
25 to 95%
increase in profits

21. SERVQUAL
Source: POLITECNICO DI MILANO
Parameters to measure
service quality
HOLSERV
LODGING QUALITY INDEX (LQI)

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Measurement Methodology
• SERVQUAL has 22 questions to be asked to guest
• SERVQUAL rating was on a 7 point scale from “strongly agree” (7) to “strongly disagree” (1)
• LODGING QUALITY INDEX (LQI) was built and used only for hospitality industry

23. IDS can help in improving hotel
service quality
23

24. Hotel Service Request Automation
Runners Runners Runners Runners Runners Runners Runners
Service Desk
Room Guest
Servicerequest
Servicecompletion
request response

25. Hotel Service Request Automation
• Receive notification of guest service requests in mobile
• Auto-assign jobs depending on staff location, skill, roster
• Know SLA of each request
• Take up a request, work on it, close it – all in mobile
• Message/chat with other staff
• Convert requests into work order for other departments
• Knows all requests his/her team is working on
• See overdue tasks
• Assign, re-assign and re-open tasks
• Reports that generate actionable insight
• Top requests, top performing departments,
top staff, type of tasks that get overdue, etc
Department Staff/Runners Department Manager/Supervisor
25

33. Service requests Measure
Improved
guest experience
Positive emotion Increased revenue
Improve
Summary
Focus

34. 34
THANK YOU
Charles Finny
Pre-Sales Manager
M: +91 99161 34605
E: easy@idsnext.com
www.idsnext.com
For more details contact