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Guest satisfaction

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Dear hoteliers, For years, monitoring guest satisfaction has ceased to be a complicated matter. You can analyse your guests according to a set of criteria which are specific to you and that suits you very well. How do you carry out this analysis? Simple: ask all your guests to rate the hotel from 0 to 10 on a set of criteria (staff, cleanliness, service, breakfast, etc.) and then calculate an average. When the calculations have…

Here’s a question that crops up very regularly: what do your guests really expect? If we could read their minds, what the heck would we find? Do you think that, if you were more able to anticipate your guests’ needs, you would be able to improve your revenue? Even though it’s impossible to answer this question perfectly, I nevertheless had a little fun by analyzing the answers that we receive from pre-stay questionnaires. The rather…

Let’s discuss the dream of hoteliers everywhere: to make their guests loyal to the property directly, and to free themselves from the yoke of the OTAs. Is this a readily achievable goal, or is it a pipe dream? At present, I don’t see any way to remove the OTAs from the equation entirely and only take direct bookings. Nevertheless, this does not mean that you can’t achieve significant improvements in terms of your guests’ loyalty…

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