Negative
word of mouth spreads faster than positive word of mouth. With 43% of
guests who will not likely return to a hotel in the future, this is an
eye opener.
According to Hotel and Motel Management more than 20%
of guests who have spent more than $250 a night said that they had
experienced some sort of problem during their visit. Furthermore, guests
who experience a problem are 43% less likely to return in the future.
With
this relationship between problems reported and decreased guest
loyalty, it is pertinent to keep service up to par to avoid losing
market share. Unhappy guests tend to tell others about their experience
even more than guests who have had a positive experience. This means
that negative word of mouth spreads faster than positive word mouth and
has the potential to significantly hurt occupancy rates.
The
solution: Keep as many guests satisfied as possible. As a hotel manager
you should be sure to know about your guests experiences. Make note of
both the good experiences and the bad in order to pinpoint areas of
improvement and reward employees for exceptional behavior.
“The
solution to keeping on top of guest experiences lies in having a
consistent system in place to monitor their satisfaction” commented Tori
Stetson, Account Manager at Advanced Feedback, a San Diego based
Customer Experience Management firm. “Mystery Shopping and Guest Surveys
are a great place to start. Here at Advanced Feedback we even customize
the program to suit not only the needs of your particular property, but
also your budget, eliminating obstacles to getting started”.
-Archive advancedfeedback.com SAN DIEGO, CA, March 2nd 2007-
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