Date13 Jul 2018
Posted byAmerican Resort Management
Improving Guest Satisfaction Through Feedback
Guest satisfaction will always be priority #1 within the Hospitality Industry, and keeping it high and elevating it further among our top goals. Achieving superb guest satisfaction directly translates to more rooms booked, tickets sold, higher brand awareness, better reputation, and can even increase the value of your rooms and improve your bottom and top lines.In order to best exceed guest expectations and continue to maintain high levels of guest satisfaction, it's crucial to keep a pulse on both your current and prospective guests. The best way to achieve this is to create a funnel of feedback that will give you insights into exactly they want.Of course, not all feedback comes back directly. Cheers and jeers listed online on sites like Yelp!, Facebook, Twitter, and various message boards carry significant weight. Make monitoring these a priority, and look for trends so that you can determine what needs addressing and what (or who) deserves praise.Guest satisfaction is the most crucial aspect of our industry, and the best way to understand how not to just meet it, but exceed it, is to gather as much feedback as possible. Analyze trends your guests present you, make informed changes with their help, and you'll likely see more positive feedback, better online reviews, and more guests walking through your doors.