Four Points by Sheraton Danang

Why Is Guest Experience Important?

• Guests will talk positively

• Guests will return to our hotel as loyal customers

• Increase bookings

• Drive higher guest satisfaction

• Boost revenue

Who handles guest complaints?

• Front office

• House Keeping

• Food & Beverage

• Guest Service

Who is responsible for the guest experience at the hotel?

• Front Office

• Food & Beverage

• House Keeping

• Engineering

• All operational departments

What are the most common guest complaints at DADFP?

• Dirty Rooms

• Poor Guest Experience

• Bad Food & Beverage Experience

• Lack of communication

How to resolve guest issues?

• Act Quickly

• Communicate

• Show Compassion to Guests

• Follow Up with Guests

• All the above

Does Guest Messaging Increase Guest Satisfaction?

• Yes

• No