lundi 11 janvier 2016
samedi 9 janvier 2016
Webinar assignement
Guest Satisfaction: 8
Best Practices for Hotels & Restaurants
This webinar is about the guest
satisfaction, which is the basic point of success for every business company.
Customers satisfied by the service quality will be able to spend more money and
will be happy to come back. Development of guest loyalty is one of the main challenges
of hospitality industry.
Through this webinar, the speaker is
focus on the key drivers and the basics of every hotel and restaurant for the
best practices to make the guest comfortable.
It is about the eight tried and true
ways to generate loyalty, higher rating and advocacy.
Topics include
. How social media has raised the stakes in
guest satisfaction
. How to align online positioning
with your on-property experience
. Training and empowering staff to
exceed expectations
. Integrating Guest Satisfaction
Survey data with review metrics for 360° Guest Intelligence
. Using guest feedback data to make
better decisions
. Responding to reviews and social
media commentary
I
learned than today the use of you tools online allows the hotels and
restaurants to be more efficient on the guest feedbacks and expectations.
Social
media are not only a way to communicate with the customers; it is also a very
useful tool to understand the needs and want of the guests. The fact to have
the opportunity to go on their profile and personal life is a key point to be
able to catch the essence of their expectations.
A
good online strategy will allow the property to reinforce its positioning for
the consumers. A good understanding of the product and the service quality will
decrease the misunderstanding of the clients and will reduce negative feedbacks
and in the same way increase guest satisfaction.
Have
a strong e-reputation strategy and a deep presence on social media is a key
point today, but hospitality industry is a human profession and the most
important factor is the customer relation and the quality of service. New
technology offers a new way to communicate allow the guests and the staff to be
closer and to have an easier and more friendly interaction. However, to succeed
into this challenge the staff should have a perfect master of the technology
used by the hotel and be well trained. All employees have to understand the
advantages of the integration of new technology in their daily task and realize
the benefit in their job efficiency.
Integrated
a Guest Satisfaction Survey online or by paper will allow to the hotel to
answer at the questions: do we perfectly integrated this new tools in the
hotel?
- Did the employees receive an adapted training
to this new technology?
- Did this technology easily manageable
for the clients?
- Did we create an added value?
These
different surveys will be quantifiable and will push after the data analysis
the hotel to take the right decisions to improve their services.
Of
course, when a guest give a feedback positive as negative it is vital today to
quickly answer to him. With the social media and new technology the answer
should be until 1 hour maximum.
Inside
hotels and restaurants the key points will stay forever the quality of the
service. The online tools will allow to definitely creating an added value on
the way to identify the weaknesses of a team or service but will never replace
a human or employee.
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