How can the hotel measure and analyze guest experience?
How can the hotel measure and analyze guest experience? One way to understand what the guest experience is like at your establishment, and to understand if your guests are having positive experiences, is by analyzing your online guest reviews. On online review sites, your guests will share their experience on your property for everyone to read, both positive and negative.
What makes customer happy in a hotel?
Reward Loyal Guests and Personalize the Experience As part of your loyalty programs, provide late checkout for free, establish a tiered loyalty system, or create other amenities and ways to show your gratitude for their patronage. Also, an in-person thank you goes a long way.
Why do hotels track the guest experience?
By creating a customer journey map, hoteliers are better equipped to identify critical gaps in the current state of the property's guest experience, enabling them to pinpoint specific opportunities for improvement.
What are the 5 steps of guest experience?
The Guest Experience Journey has 5 different distinct stages: pre-arrival, arrival, stay, departure, and post-stay.