Being a hotelier can be an a rewarding, but at the same time, an exhausting job as he has to ensure that guests have an exceptional experience from the time they walk through the doors of the lobby.
Travellers who plan to stay in hotels expect that all their whims and desires would be fulfilled by employees with a smile on their faces. The employees may, at times, find it difficult to fulfill the guests’ expectations. This could have an adverse effect on the popularity of the hotel.
To be successful, hotels have to make every effort to provide zero disappointment. The question arises whether a poor customer satisfaction always results in consumers shifting to competitors. Does brand loyalty prevent guests from shifting to another property?
Jaidev Dutta, General Manager, Holiday Inn Bengaluru Racecourse believes, “Every guest is unique in terms of his nature. Every guest’s reaction to dissatisfaction may not be standard at all times. Also each guest would react to a disappointment in a different manner. Some may be extraordinarily harsh while some may consider it as an excusable lapse. Having said this, one must also consider the loyalty of customer a brand. One case of dissatisfaction in one hotel is not what he would have experienced while staying at other hotels of same brand/chain and hence is likely to continue his loyalty towards the brand/chain. However, he may not want to visit the same property, where he experienced disappointment, again.
Sunaina Manerker, General Manager, Grand Mercure Mysore avers, “Customer satisfaction is based on a myriad of factors. Today most costumers understand that a certain issue could be a genuine error, which of course requires training and preventive measures, but is not reflective of the service standards of the property as a whole.
This story is from the March - April 2023 edition of Hotel Business Review.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
Already a subscriber ? Sign In
This story is from the March - April 2023 edition of Hotel Business Review.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
Already a subscriber? Sign In
A Tranquil Paradise! Radisson Hotel Jass Khajuraho
Sprawling in six acres in the midst of the vast open countryside with gentle undulating landscape and clean, fresh unpolluted air, Radisson Hotel Jass Khajuraho is a perfect union of classic design with subtle elegance.
Running F&B Operations
Heading the F&B department of a hotel successfully is both exciting as well as challenging. It becomes evident that running an F&B operation is not a smooth sailing business at all.
Abrogating Attrition
One constant problem that has been incessantly proving a bothersome malady for the hospitality industry is the shortage and retention of skilled manpower, as this makes or mars the future of the property. Possessing innovative and problem-solving capabilities the workforce can add to the success of the hotel. Skills like patience, multitasking, positivity are a few of abilities which attribute to the success of the hotel as it helps in the hotel being able to provide excellent customer service in all circumstances. But shortage of skilled manpower has been a constant problem of the industry. Ashok Malkani delves on several aspects of the shortage and retention of employees.
Women as Impactful Leaders in Hospitality!
The dynamic hospitality industry stands as a shining example of gender equality as more and more women are leading from the front in key positions.
Does hospitality industry have...Gender Equity?
Hospitality industry has been considered as one of the forerunners in growth in India's service sector. Though the hotel industry is an appealing one, with diverse workforce, women have, historically, been underrepresented.
Making Room for Hygiene
Adequate training, strict supervision and ensuring safe and healthy working conditions of the cleaning staff are key to maintaining room hygiene in a hotel.
Legacy Secured
JK Khurana Dedicates Lifetime Achievement Award to Son Vicky Khurana and daughter-in-law Seema Khurana, as he entrusts Venus Industries to the Next Generation.
"It is the Journey Itself, Marked by Innovation and Development that I Relish as much as The Final Product"
Somesh Agarwal, Chairman and Managing Director, Rockwood Hotels and Resorts
Ensuring Menu Success
A new menu is considered an excellent way to get the visibility and break the monotony. No wonder, chefs are always thinking about introducing new dishes in their menu several times throughout the year.
Wooing Millennial Guests
Understanding millennials goes beyond demographic data and analysis. Interestingly, it involves comprehending their values, preferences, and the desire for offbeat experiences. Latest technology, sustainability elements, and cultural immersions play a key role.