Register now or log in to join your professional community.
Through years of experience hoteliers developed a lot of standards and procedures based on guest needs and guests complaints so to get guest satisfaction you need to learn and understand the standards that implemented in your place and follow it in passion and using your common senses
Realize that client satisfaction is subjective and in order to measure it, you will need to focus on collecting individual feedback and evaluating it to determine an overall understanding in order to update and develop our standards and procedures
EXCELLENT HOSPITALITLY
EXCELLENT SERVICE
Follow Guest Shedule
Planing accodingly
Sheduling
InformationSharing
Information/Help Point
Feedback for Inmprivement
I put myself in their place and treat them the same treatment that I like and that I deal with this applies to every team
You need to prepare yourself for accepting that customer service isn't something you get it's osmething you try to achieve, it might seem complicated sometimes but in general terms it's a simple - not small - and straight forward process.
i see you are asking for hotels so i will try and make it relevant, First you have to put yourself in your customer's shoes and ask why would i go to this venue and what do i expect? this will be your first step in knowing exactly what are your key selling points and what you need to improve. Second remember the three most important things when dealing with customer:
- Always smile and listen to customers carefully
- The customer is always right
- If the customer is wrong, go back to the previous point
If you maintain the previous besides always trying to find out what the competition is doing and try to improve while getting customer feedback and acting on it, you will be able to achieve a great customer service standard
good luck
Dear Anas, you can not GET it, you can ESTIMATE it - sorry - I simply had to write it like that ....Nevertheless, you can either leave a questionary with simple yes/no answers, and hope someone would give you filled paper back, then based on number of customers in certain period, and on number of answers, you can get some clue ......also, you can hire "secret customer", or orgnise pooling like entertainment (you will get some extra profit as well). My answer is wery general since your question does not have any detail .....which organisation/company/institution etc. is cheking cusstomer satisfaction, what is an target group, what is aim, etc.
Other way you could ask is "How can we get satisfied customer?" .... or "How can we (what can we do to) make our customers more satisfied?" ..............my answer would be much different :)
Satisfaction of a guest can't be measured. The moment you see them until they leave your property will determine how satisfied they are. You'll never know if they expected much or less from what you can offer them so just be there whenever they needs assistance and make them feel at home.
Follow up what they need , exceed thair expectation , go to the extra mile of what they excpect in terms of all the services in the hotel and this coming by hiring high performance employees ,follow up in training them and impove thair performance in order to get guest satisfaction.
Also mentaining the product is very important in order to have repeated guest., satisfied guests.
Good services and best Quality performance.
