The hotel company contributing the most to this figure was the British hotel chain InterContinental Hotels Group which, inmade 24 billion U. Other major players in this industry include Hilton Worldwide and Marriott International with 4, and 4, hotels, respectively, across the world.
Customers felt that generally it was expensive overpriced and in spite of that, the service was poor. Customers had high expectations and were disappointed given the poor room quality and service and hence the perception of value was poor.
Given the high price of the rooms, the quality of the rooms would also need to be improved upon. It is recommended that the perception of customer relationship management, relationship quality and customer life time value should be further researched to determine whether there are perception differences between the customer and management views.
Given that Value and Services have been identified as the attributes perceived as importance by the customers, strategies can be developed around these two aspects to create that differentiating factors.
As such, there is a need to gather more insights as inputs to developing the strategies. This can possibly be achieved through the following approach. This could involve a degree assessment of the customer journey across touch-points which will help identify ways to improve customer experience.
This could involve a degree assessment of the customer journey across touch points which will help identify ways to improve customer experience. The journey mapping exercise can help identify key influencers and key stakeholders at each step of the transaction journey.
Adopt Segment Strategies More targeted strategies in term of communication and promotion. Based on the analysis of the customer segments and profiles, specific actions and interventions can be developed to address the needs of a particular segment.
Customised processes and policies can be created, thereby helping to enhance customer experience. Although MBS is rated 5 Star it does appear to have some major issues it needs to address in terms of guest experience in waiting as well as perceived value for money. With a tropical climate and guests mainly sourced from overseas there are very basic expectations that if not met can significantly affect the hotel rating.
Pest control, cleanliness of the room and the fittings and fixtures instantly provide a first impression and need to be as perfects as possible. Recommendation 1 - For those hotels that have the worst rating here it is possible that staff training and guest focus groups could help to correct cleanliness deficiencies and quickly increase the rating improvement.
Those aspects of decoration or fittings would take longer and require investment and so can be prioritized. Mattress firmness level could be better matched with the guest and offered as an option like smoking or non-smoking rooms.
It is intangible and frequently may not be repeated owing to many confounding factors staff on duty, time of year, grumpiness of guest etc.
Recommendation 3 - Further and continuing investigation and monitoring of the textual feedback is recommended to isolate and trend the key categories that need to be addressed. By doing this a dashboard can guide the management team to prioritise and ensure that these issues are fixed in a timely and cost effective manner.
Staff training and retention in a difficult workforce environment is important as they are typically the face and body of the customer experience and do leave a much deeper impression than the physical hotel itself.
No amount of technology investment can replace the human touch in a guest experience. Budget hotels by definition are likely to be in locations outside the CBD and major tourist site destinations. Expectations however still exist to have efficient and effective transportation options, access to reasonable restaurants and easy access information for the visit experience to be maximized.
Recommendation 4 — Transportation services from the hotel should be investigated and optimized to remove any issues of complaint or dissatisfaction.
Partnerships with Taxi firms or clear transportation options for MRT or buses could be made simple through specific staff training. Concierge services should be of the best quality possible and targeted at the guest segment for the hotel.
Perhaps other partnerships in this area can be leveraged and advice from the STB sought here. New boutique hotels are opening and will have identified new niche segments, cost structures, approaches and service level mixes. Shwu-Ing Wu and Jui-Ho Chen performed an in-depth analysis that revealed that hotels should focus on customer relationship management actions by participating in travel fairs, providing appropriate products, services, promotions, and professional employees, and strengthening internal operations and workflow to enhance relationship marketing effect and effectively improve the business performance against competitors.The relationship between service quality and customer satisfaction: the theories of “service quality” and “customer satisfaction”.
Literature reviews on relevant concepts are discussed in the following section in services that satisfy users’ expectation”. The hotel company contributing the most to this figure was the British hotel chain InterContinental Hotels Group which, in , made 24 billion U.S.
dollars in over 4, hotels worldwide. The purpose of this study is to examine hotel guest comment cards (GCCs) and customer satisfaction management schemes in Opatija’s hotels.
This study adopts the applied content analysis approach which Gilbert and Horsnell () used in their study, utilizing comparison and recording of findings based on a set of best practice criteria.
The users of social media in India expect that they can best utilize social media through emergency service information. They want to be able to learn the operations of the social media site quickly and expect to know about health camps and insurance collaborations.
investigation of the electronic pricing strategies of the largest international hotel companies, and analyses the rates offered by hotel companies across five of the major online distribution channels.
The hotel chain industry in the UK is growing better and better each year. Because of UK's dedication to providing hospitality to locals and tourists alike, it as been home to many hotel .