siliconindia | | September 20188HOSPITALITY & GUEST SATISFACTIONBy Manish Sodhi, CEO, Hotel Sahara StarHotel Sahara Star is a hospitality management service provider with its state-of-the-art amenities & promotions offering best-in-class services like Free Wifi, Parking, Non Smoking Rooms, 24 Hour Front Desk, and many others.IN MY Opinionroactive management is the mantra to a successful business. Any business, whether it is a large scale or a small scale one, requires an efficiently working management, organized unit of resources, and strategies that are well planned and formulated for the business to grow big. In order to be triumphant in the market, it is not sufficient to attract new customers. Hoteliers must concentrate on retaining existing customers, implementing effective policies of Guest satisfaction and loyalty. In hospitality industry, guest satisfaction is directly proportional to the quality of service. Hoteliers not just want to provide better services, but also want to provide a pleasurable experience to guests across all channels. Guest satisfaction in the hospitality industry influences both brand loyalty and off course the top line. Guest relationships are a strategic asset of the hotels and Guest satisfaction is the starting point to define business objectives. In this context, positive associations can generate guests' higher commitment and amplify their return rate. Hotels are increasing their investments to improve service quality and the perceived value for guests, so as to achieve better Guest satisfaction and loyalty, thus resulting in better relationships with each customer. Relationship building has a notable positive effect on hotel guests' behaviour; it creates positive word of mouth and increments repeat guests. Every hotel's corporate image is also influenced by the guest loyalty, wherein it builds a long-term relationship with the hotel, thereby increasing its corporate image. The hospitality industry requires a lot of innovation to sustain the interests of its customer. Innovations are acknowledged as a significant medium for economic growth and survival of any hotel. Another major factor that affects the Guest satisfaction is the Human Resource Management (HRM) of the hotels. HRM policies and practices have a greater impact on the Guest satisfaction, service quality and the hotel performance as a whole. Guest satisfaction plays an important role in the working PManish Sodhi
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