How do hotels improve customer satisfaction

Guest satisfaction refers to the degree of satisfaction of the guests with the purchased hotel products and services, and the possibility of expecting them to continue buying in the future. So, how to improve the satisfaction of hotel guests?

People who buy hotel service products have expectations for the products and services provided by the hotel in advance. When guests actually get the products and services of the hotel, they will have an evaluation of the actual acquisition, which will lead to the following three results:

(1) Expected/Actual Acquisition

(2) Anticipation/actual acquisition >1; Low-value enjoyment ... dissatisfied → never come again.

(3) Expected/actual acquisition =1; Equal enjoyment ... uncertain → no competitors will come again.

From this point of view, whether the hotel guests are satisfied or not actually depends on the comparison between the guests' expectations in advance and the actual gains, and the difference between them is the satisfaction of the guests.

One of the important ways to improve guest satisfaction is to provide personalized service for guests, which is also the fundamental requirement to improve hotel service quality. Because standardized service is the foundation and personalized service is the extension, to do personalized service well, we must start from the following five aspects: ① developing more flexible services; 2 meet the hobby service; ③ unexpected service; (4) (computer) optional services; ⑤ Psychological service; As long as we do these services well, we can improve the satisfaction of hotel guests and attract more guests.