guest feedback
The Key to 5-Star Ratings
Dr. Bryan K Williams | August 14, 2024
By Dr. Bryan K. Williams I recently had dinner with the restaurant manager in a very upscale hotel. He explained to me that one of his main goals was for guests to rate the restaurant a “5," as measured by their guest satisfaction survey. The survey asks a series of questions, with a corresponding scale that follows: (1=very dissatisfied, 2=dissatisfied, 3=indifferent, 4=satisfied, 5=very satisfied). The manager told me about all the initiatives he recently implemented to get the 5 rating from guests. There is a new coffee cup storage system to ensure that cups are always available for service. Then, there is the cycle-time initiative...
“No” Is an Easy Answer
Shep Hyken | April 4, 2024
By Shep Hyken If a customer asks you to do something you haven’t done before, “No” is an easy answer. Why? Because… We don’t do that. We’ve never done that. We don’t carry that product. That’s not our policy. And more reasons – or excuses – like these. Recently, I was the keynote speaker at a conference, and the CEO, who spoke just before me, teed up my presentation perfectly when he talked about going the extra mile. His approach to this concept was realistic. He said, “No one will be able to go the extra mile every time.” He emphasized that unless the customer has some kind of emerg...
Customers Could Stop Doing Business Because of a Long Survey
Shep Hyken | February 29, 2024
[fusion_builder_container type="flex" hundred_percent="no" equal_height_columns="no" menu_anchor="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" background_color="" background_image="" background_position="center center" background_repeat="no-repeat" fade="no" background_parallax="none" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" overlay_color="" video_preview_image="" border_color="" border_style="solid" padding_top="" padding_bottom="" padding_left="" padding_right=""][fusion_builder_row][fusion_builder_column typ...
Expert Tips on Creating Long-Term Value From Hotel Guest Surveys
Adam and Larry Mogelonsky | December 6, 2023
By Adam and Larry Mogelonsky Hotel reviews and guest feedback are critical for determining what’s meaningful for the guest. We all understand this, because oftentimes the fixes that will generate the most ROI are not necessarily the most expensive. Call it ‘value engineering’ whereby the more guest feedback you get the more you have to go on to improve operations which then translates into more guest satisfaction, the ability to command higher rates and, ultimately, healthier NOI or property valuations. In this sense, there’s a positive feedback loop between guest feedback and long-term asset value, making the former an instruct...
Google Hotel Reviews: Everything You Need to Know
Eva Lacalle | September 11, 2023
By Eva Lacalle In today's digital age, online reviews have become an integral part of the decision-making process for travelers. As a hotelier, it’s crucial to understand the impact of guest feedback on your business. This is where Google hotel reviews come into play. In this guide, we’ll explore everything you need to know about Google hotel reviews and provide valuable insights on leveraging them to enhance your hotel's reputation and attract more guests. Why Google hotel reviews matter Travelers rely on Google in their research, planning and booking process. Reviews are one of the first things potential guests see when they sear...
How to Stay on Top of Your Guest Feedback
Cendyn | July 21, 2023
When it comes to running a successful hotel, keeping a finger on the pulse of guest feedback is an absolute must. We know the sheer volume of feedback pouring in can feel overwhelming, but trust us, the benefits are well worth the effort. In today’s customer-centric world, guests are no longer satisfied with just a place to lay their heads; they crave a personalized experience that leaves a lasting impression. To deliver that level of service, you need to truly understand your guests – and the best way to do that is by asking them directly. Guest feedback holds the key to unlocking invaluable insights that can drive operation...
Maestro All-In-One PMS to Showcase Two Way Engagement Tool GuestXMS’s Newest Features at HITEC Toronto
Maestro | June 20, 2023
Independent hoteliers say the new check-in/-out via SMS feature is a big hit and messaging over SMS is enabling them to compete more effectively with the big brands; Visit Maestro PMS in Booth 1225 at HITEC Toronto June 27 to 29 MARKHAM, Ontario, June 20, 2023 — Next week at HITEC® Toronto, Maestro PMS will showcase a NEW suite of features to its innovative mobile engagement and feedback tool, GuestXMS. The enhancements are enabling operators to gain enhanced insight into guests’ needs and expectations. Powered in collaboration with Fetch, GuestXMS gives independent hoteliers access to two-way SMS, case-management capabilities, an...
Stop Sending Me Surveys Unless You Care What I Have to Say!
Shep Hyken | January 26, 2022
By Shep Hyken I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about. This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., etc....
