How does a hotel satisfy its guests?

The following information is reproduced for reference

How hotels improve customer satisfaction

Guest satisfaction refers to the degree of satisfaction of guests with the hotel products and services they purchased. and the likelihood that they can be expected to continue purchasing in the future. So, how to improve hotel guest satisfaction?

People who purchase hotel service products have expectations for the products and services provided by the hotel in advance. When guests actually receive products and services from the hotel, they will have an evaluation of the actual acquisition. This evaluation leads to the following three results:

(1) Ex-ante expectations/actual acquisitionlt; 1; exceeding Worth the enjoyment...satisfied→will come again

(2) advance expectations/actual gains; 1; low value enjoyment...dissatisfied→will not come again

(3) advance expectations /Actual gain = 1; equal enjoyment... Unsure → If there are no competitors, come again

From this point of view, whether hotel guests are satisfied or not actually depends on the difference between the guest’s prior expectations and the actual gain. The comparison between them, and the degree of difference between them, is the customer's satisfaction.

One of the important ways to improve guest satisfaction is to provide personalized services to guests, which is also a fundamental requirement for improving hotel service quality. Because standardized services are the foundation and personalized services are an extension, to provide personalized services, we must start from the following five aspects: ① develop more flexible services; ② services that satisfy hobby; ③ unexpected services; ④ (computer) self-selected services; ⑤ psychological services ; Only by providing good services in these aspects can hotel guests' satisfaction be improved, thereby attracting more guests.