Guest Complaints

It is how much, how often and what your Guests are talking about your hotel.

+1 point increase in reputation (based on a five-point scale) may result in a hotel’s ability to raise room rates up to ____%.

The _______________ describes how good your hotel’s reputation is whenever a guest leaves feedback.

In attaining guest satisfaction you have to ________ to what your Guests are saying everyday, how often (recurrence)

and since when (occurrence).

In attaining guest satisfaction, __________ why they are (un)satisfied to identify where you must improve and how to capitalize on your strengths.

In attaining guest satisfaction, _________to implement the corrective actions from the  simplest to the most complex one.

Helps to identify crucial areas of improvement.

Data here comes directly from guests and are critical in the decision making process across departments

_________ is the ability to recognize and understand the emotions, beliefs, moods and desires of another person.

_________ to the customer for the problem, empathize with his situation and assure him you will act immediately to address his complaint.

__________ customer concerns by communicating the problem, not the person, with others.