6 thoughts on “Rethinking Hotel Guest Satisfaction and Hotel Website Analytics”

  1. Experiential Marketing and Experiential Designs based on the customers / consumers / users feedback will improve the product and services satisfaction delivery. Although many of the satisfaction can not be quantified, a qualitative measures will do wonders. Is the customer relationship representative, receptionist, room boy, door man, luggageboy, food services, food delivery time, food quality & varieties, and so many things will count to really deliver satisfaction to Hotel Guest.Dr Jyot, Baroda, Gujarat India

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  2. Let start with AAA standards are fake for the most part. I’m a Guest Services Manager in a property with very good reputation and I know how things work from the inside. The AAA inspector come to the each property they ask for the GM at the front desk before the inspect anything. After that they take a tour of the hotel and the AAA inspector gives us the four diamonds rating simple as that. It is all political since AAA doesn’t want to any upset anyone in the service industry for being afraid of compromise their business. At the same time the nationwide standards are going to the toilet. This is part of the way we act as society just acting out of hypocrisy and playing the system all the time instead of try to sincerely excel to our best. This extent to most of the professions in this country now and that is what it makes other countries in the word the opportunity for over perform us in many ways including services. Who doesn’t believe that customer service is just bad in this country? Have you go to Home depot or Lowes recently or call to your phone provider or TV service to ask for assistance. It is clear disconnection between the CEO massage and operation plan and the middle management of most of the large companies in this country and it is caused for what I like to call inability to put in practice the company philosophy. This analysis could continue for some time but I like to conclude that honesty could be a new and revolutionary way of doing business in this country with extraordinary results for the long run livelihood of the business.
    Fernando Daguerre

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  3. We couldn’t agree more — We are in the inception of our Social Media Program for Crowne Plaza Dallas Downtown. We have monitored many competitors who simply push out content, but do not “listen” or monitor sentiment and actually interact with their followers once content is pushed out. That, to us, is the value of social media — you can learn from your customers, make your business better, and empower them to evangelize your business for you. 🙂

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  4. This is very interesting and correct stuff. I own a consultancy (www.ehotelworks.com) and for the last couple of years I have been doing a major project with a company called Avvio in the UK. These guys have a product called Brand Karma that crawls the likes of TripAdvisor and also social media like Fb and Tw, and picks up references to any hotel. It then trends what is being said and profiles (with scoring) the performance of a hotel in whatever it is that is being discussed; it also pigeon-holes the psychological profile of the person that wrote!

    Obviously Avvio have a set of actions that they can take to improve performance in the media – which actually has visible results – but the point is that this kind of technology is available and proven to be useful!

    On the other hand, I can understand why hoteliers aren’t all positioned (or interested) to have a look at all this. It isn’t always easy, but I am certain we will eventually get there 🙂

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  5. I think my boss should take a look at this. It may improve our customer service and customer satisfaction. People are really more inclined to a positive response if they feel like the person they are talking to really cares and actuallylistens instead of giving the customer a blow off answer like ” That is toobad”, or I’m sorry to hear that” really listen to the customer. Care about their feelings and their problems. Do for them what you would want done for you, and truely follow through with that. Then the customer and the guest willboth leave on a positive note. Thanks Amber T. HOLIDAY Inn Express And Suites in Wheat Ridge Colorado. Go Broncos!

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