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Hotel quality and service impact in customers’ satisfaction

Hotel quality and service impact in customers’ satisfaction

Quality in any service has become one of the star strategies in the tourist sector. It is an element that will make a difference, within the competition between the different hotel chains and will become one of the most valued elements by tourists. Service quality management directly affects the accommodation process and the experience lived […]

Quality in any service has become one of the star strategies in the tourist sector. It is an element that will make a difference, within the competition between the different hotel chains and will become one of the most valued elements by tourists.

Service quality management directly affects the accommodation process and the experience lived within the hotel, since it is known as the satisfaction of customers’ needs and expectations.

WHAT IS A SERVICE?

A service is a provision, effort or action that incorporates tangible elements that support its own commercialization. The tourist client is always evaluating the way in which the company is presenting the service, how it treats other clients and how he would like it to treat him. It is understood that the client and the staff are present in this cross-selling of services, so the behavior of the different people with whom the client comes into contact produces an impact on the level of client satisfaction.

What impacts on the customer’s satisfaction?

  • The courtesy with which staff answers questions, resolves problems, offers or expands information, provides services, and willingness to help.
  • Knowledge about the service offered. Staff cannot be oblivious to what happens in your company.
    The real needs of the consumer, customers should not be harassed into making purchases that will not bring them satisfaction.

It is important to know the needs of clients to be able to serve them correctly. In some cases, it may be more useful for the company to lose a sale but at the same time it can gain the trust and credibility of that customer.

How to determine the quality of a service?

As a result of the creation of needs for improvement in the service, companies try to establish certain performance standards among their employees, with teaching systems and incentives to involve employees in the profiles of the clients who come to them. your hotel or establishment. The first step would be to carry out an analysis of the behavior and tastes of our clients, and then establish those standards that allow the company to achieve a good positioning in the market.

There are different dimensions when determining the quality of service, among which we can highlight the following:

  • The level of the facilities
  • Weekly meetings with contact personnel
  • The corporate image of the company

To achieve quality when providing a hotel service, a series of models are being developed that help study customer behavior. These models measure the perceived quality of accommodation services, taking into account the specific characteristics of each hotel.

In this way, we can analyze three dimensions:

Staff evaluation

The degree of availability, friendliness and trust of the staff with the client is assessed.
Evaluation of the facilities: the condition of the different areas of the hotel is assessed separately along with their comfort and safety.

Organization of the service

The organization of the staff, management, speed and order when performing a service is evaluated.
Quality service can offer us benefits when building a sustainable business model. Since hospitality is one of the main activities in a tourist destination, it is important to take into account the marketing of services complemented by the support of a company like ours, specialized in hotel consulting and management.

City development

Tourist cities have the responsibility of improving the lives of their inhabitants, encouraging economic development, generating international competitiveness and satisfying the needs of visitors. This responsibility to make a more sustainable business model falls on all organizations, both governmental and business, and the community so that they integrate to achieve the sustainability of the city as a tourist destination.

Sustainability and tourism must be linked, the environmental and economic dimension must be maintained to increase the value of natural resources and to continue promoting the increase in the levels of development and quality of life of the inhabitants and tourists who visit us. Today there are many companies that are committed to this way of creating quality in a tourist destination.

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