Strategies Hotels Use in Order to Achieve and Guarantee Customer Satisfaction.

A well renowned man once said:

"A customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work; He is the purpose of it. He is not an outsider to our business; He is part of it. We are not doing him a favour by serving him; He is doing us a favour by giving us the opportunity to do so."

There is much truth to the above statement; therefore achieving customer satisfaction is an important basis to any business organisation, especially hotels.

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Customer satisfaction is the ability that an organisation possesses, to meet the needs of their customers. (On a regular basis) Through customer satisfaction, an organisation hopes to achieve a range of objectives namely, higher sales revenue, growth in the customer base, retention of existing customers etc. Therefore, customer satisfaction is important today, as it was in the past.

All five star hotels possess features and facilities that are capable of customer satisfaction. However, certain five star hotel chains have a competitive edge over their rivals. This is because they are able to differentiate themselves in a meaningful manner with their customers, leading to customer delight. For example, superior reservation systems, excellent room service and an excellent ambience. The essence of customer delight is exceeding customer requirements on a continuous basis.

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One of the strategies which are currently being used by a chain of hotels, to guarante...

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...li> Employing staffs who are generally courteous.

Encouraging staff to be fair, understanding and flexible in their response.

Handling complaints in a constructive way.

Investigating mistakes and learning from them.

By implementing the above points, hotels are more likely to achieve and above all, guarantee customer satisfaction.

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