Tourism

There are various methods that are used to identify the customers’ expectations of the hotel. The SERVQUAL method and guest comment cards were used to identify customer satisfaction. A customer comment card is usually a well planned and well-written form that usually allows the customer to express their opinion and provide valuable feedback. It is a form of store evaluation that normally helps in measuring customer satisfaction, and also shows the retailer what areas of operation will need additional resources.

by the gap between perceived and expected service. The servqual model is based on five service quality dimensions, namely tangibles (physical facilities, equipment and personnel appearance), reliability (ability to perform the promised service dependably and accurately), responsiveness (willingness to help customers and provide prompt service), assurance (know ledge and courtesy of employees and their ability to gain trust and confidence) and empathy (providing individualized attention to the customers).

There are various attributes that guests in the hotel found important when evaluating the performed service quality. Some of the attributes include cleanliness , security and safety, employees’ empathy and competence Convenient location , value for money and physical facilities are attributes that hotel guests perceive as being important

Draft customer feedback questionnare

Please rate your overall satisfaction with your most recent stay at this hotel:

Very Satisfied

Somewhat Satisfied

Neither

Somewhat Dissatisfied

Very Dissatisfied

How likely would you be to stay at this hotel if you were returning to the area?

Definitely Would

Somewhat Satisfied

Might or Might Not

Probably Would Not

Definitely Would Not

How likely would you be to recommend this hotel to a friend planning to visit the area?

Definitely Would

Somewhat Satisfied

Might or Might Not

Probably Would Not

Definitely Would Not

Thinking about your overall experience at this hotel, how would you rate the value you received for the cost of your stay? Was it worth:

Much More Than You Paid

Somewhat More Than You Paid

About What You Paid

Somewhat Less Than You Paid

Much Less Than You Paid

Compared to other similarly priced hotels, how would you rate this hotel overall?

Much Better

Somewhat Better

About the Same

Somewhat Worse

Much Worse

Not Applicable

Overall Impression

Please rate your experience at this hotel on the following:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Overall service received
Overall physical condition of this hotel
Appearance of hotel exterior
Condition of lobby and reception area

Please rate your experience with associates at this hotel on the following:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Responsiveness to your needs
Professional, courteous attitude
Professional appearance
Knowledge about hotel and local area
Speed of check-in process
Speed of check-out process

About the Guest Room and Room Furnishings

Please rate your experience at this hotel on the following:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Overall cleanliness of guest room
Overall physical condition of room & furnishings
Cleanliness and condition of bedding
Comfort of mattress
Comfort of pillows
Condition and function of drapes
Function & features of telephone(s)
Overall operation of heating & A/C
Ease of using Internet service
Overall workspace
Lighting in guest room
Feeling of safety and security
Bathroom cleanliness
Physical condition of bathroom
Selection & quality of bath amenities
Lighting in bathroom
Your night’s sleep

Please rate your experience at this hotel on the following:	Much Better	Somewhat Better	About the Same	Somewhat Worse	Much Worse	Not Applicable
How did your quality of sleep for this stay compare to similarly priced hotels?

Dining Facilities and Service

Please rate your overall dining experience if you dined at the Patio Bar and Grill during your stay:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Overall dining experience at breakfast
Overall dining experience at lunch
Overall dining experience at dinner

If you ordered room service at this hotel please rate the following:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Overall room service experience
Timeliness of order
Food Temperature

Leisure and Fitness Facilities

Please rate your experience at this hotel on the following:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Selection of fitness equipment
Condition of fitness equipment

Meeting Facilities & Services

Please rate your experience at this hotel if you attended an event at this hotel during your stay:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Comfort of event rooms
Quality of food served at event

Please rate your experience at this hotel if you planned an event at this hotel during your stay:	Excellent	Very Good	Good	Fair	Poor	Not Applicable
Comfort of event rooms
Quality of food served at event
Response time of Event Planning Staff
Service provided by Event Planning Staff

Problem Resolution

During your stay did you experience any problems?

Yes

Please elaborate. Did the problem get resolved during your stay?

About You

What was the primary reason for this stay?

Select:

Gender:

Male

Female

Age:

We would appreciate any suggestions you might have as we continue to improve our hotel:

General Comments:

Name:

Phone:

Email:

Date of Stay:

Room No:

Customer service policies

Policy for organization 1:

	How to identify customer expectations	How to assess the current quality of customer service	How best to evaluate the use of data and feedback
Organization 1
Organization 2
Organization 3

Changes to staffing policies

Hotel employees will be required to be able to speak one or two foreign languages,

for different departments, different work categories or different positions,

language requirements also differ. English as an international used language,

every staff needs to be familiar with. Another language is required or to be trained depending on the location of the hotel.

Hotel services and administration training.

This training is more focused on a specific subject according to the request of improving administration and services, including telephone techniques, guest relations, sales skills, public relations general information and application, safety and first-aid etc.

Cross training To ensure the communication among departments and increase

the ability of adjusting to distinguished environments, cross training is used to assist employees to receive knowledge and skills from other departments.

Staff Training in an international perspective As hotel business is often on

an international level, so that Staff training should also be internationalized.

Cross-culture training needed to be taken into consideration when planning and designing trainings. Language training became especially important in international staff training.

Trainings are held for different purposes, some are organized to help new

employees to get to know the hotel, some are for improving employees‟

professional skills, therefore, the trainings can be divided by their contents:

Apprentice training

To introduce hotel general information and basic skills needed at work to new workers . This training helps building up good relationships between employees themselves and as well as between employees and management team. Moreover, it helps employees to set up the right attitude towards work

Certification training

After this kind of training, employee get professional certificate on practical or

theoretical tests. It aims to improve employees‟ skills and motivates them when

they pass the tests.

Simulation training

Practical training is held with the help of Human Resource Department, aiming to

improve methods of working and increase work effectiveness by simulating the

real workplace. This training is in existence in everyday work, therefore it is long-

term. In order to have good results from this training, department heads play very

important roles by using proper training skills.

On-the-job training

Employees‟ professional quality is the key of hotel services, the rules and

principles of work are taught in this kind of training, besides, courtesy, manners

and techniques of handling interpersonal relations are taught as well. This kind of

training aims to train employees to learn the best way to do the work in the most

quickly and effective way.

Language training

Staff Training is through various methods, attending courses and lectures in different schools or training centers, by using materials like readings, recordings, movies etc. to assist trainings. Since culture is a key factor therefore , culture topic is treated more seriously and carefully, employees should be trained well to deal with possible cultural misunderstandings or even conflicts. Practical information should be provided during the training, role play, simulations, and meetings with foreign employees will help the trainees to understand better.

Methods that could be used to collect qualitative and quantitative methods of customer research data

Feedback

Ideas

Labour turn over reports

Exit interviews

One to one meetings

How to measure guest satisfaction

1. Use online surveys

Online surveys are an easy way to get real feedback from your customers. To create and design your online customer satisfaction survey, I recommend you use one of my 4 favorite online survey tools and keep in mind these 6 customer satisfaction metrics. If you’re struggling for ideas you can checkout SurveyMonkey’s and SurveyGizmo’s collection of customer satisfaction survey examples.

2. Schedule quarterly meetings

Quarterly meetings give you a chance to catch up with your clients and address any concerns that may have come up. There’s nothing worse than a client feeling like you don’t care about them. R&G Technologies organizes their quarterly ‘business reviews’ so they can speak face to face with clients and clear up any concerns right on the spot. I recommend asking passive questions to help identify there are any problems. Something like, “Is there anything we can do to make your experience with us better?” is a great one to use.

Is there anything we can do to make your experience with us better?

3. Use ticket closing features in customer support tools

Most companies that use a customer support tool (Zendesk, Desk.com or Helpscout) have the option to include customer feedback surveys on the completion of every support ticket being closed. Make sure you enable this as it gives your customers an on-demand way to give you instant feedback on your service.

Current service quality systems being used in the hospitality industry

The SERVQUAL method and guest comment cards were used to identify customer satisfaction. A customer comment card is usually a well planned and well-written form that usually allows the customer to express their opinion and provide valuable feedback. It is a form of store evaluation that normally helps in measuring customer satisfaction, and also shows the retailer what areas of operation will need additional resources.

The other research instruments for measuring quality in service industries is the servqual model, developed by Parasuraman Berry and Zeithaml and Parasuraman, Zeithaml, and Berry (1985;1988). The model contains 22 items for assessing customer percep-tions and expectations regarding the quality of service. A level of agreement or disagreement with a given item is rated on a seven-point Likert-type scale. The level of service quality is represented by the gap between perceived and expected service. The servqual model is based on five service quality dimensions, namely tangibles (physical facilities, equipment and personnel appearance), reliability (ability to perform the promised service dependably and accurately), responsiveness (willingness to help customers and provide prompt service), assurance (know ledge and courtesy of employees and their ability to gain trust and confidence) and empathy (providing individualized attention to the customers).

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