Creating Visible Customer Value

To develop loyal guests, managers must attract guest in the hotel and give guest value during their hotel stay. The best way to do that is to present and give outstanding service

Guest needs for value to purchase hotel room are different from guest needs for value during hotel stay

The hotel benefits that guests want, by market segment

Leisure guest Busuness travelers Meeting and convention customers
To have a vorry free stay To have a convinient place to stay To have enjoyable experience To have comfortable stay To feel generally satisfied To save time To have a comfortable stay To have a worry free stay To have an enjoyable experience To feel generally satisfied To feel relaxed To feel secure To have convinient place to stay To save time To have worry free stay To have comfortable stay To feel generally satisfied To have an enjoyable experience To feel relaxed To save time To have convinient place to stay To have productive trip

Hotel attributes relating to value drivers

Value driver category Location Value for money Hotel attributes Convinient location Low or good prices Value for money Brand familiarity Brand image Recommendation (personal) Recomendation (travel agent) Property Cleanliness Property (overall) Location landscaping Property size Property architecture Property public space Room overall Room size Room cleanliness Room comfort Room work equipment Room entairtainment Room HVAC

Brand name and reputation

Physical property (exterior and public space)

Guest room design and amenities

Hotel attributes relating to value drivers

Value driver category Meeting room design and amenities Hotel attributes Meeting room overall Meeting room size Meeting room work equpment Meeting room furniture Meeting room cleanliness Bathroom amenities Bathroom size Bathroom furniture Bathroom overall Bathroom cleanliness Service overall Service speed Service efficiency Check in and Check out efficiency Service friendliness Service attentiveness Service professionalism Service customization Personal recgnition

Bathroom furniture and amenities

Service, functional

Service, interpersonal

Hotel attributes relating to value drivers

Value driver category

Food and beverage related services

Hotel attributes F&B overall F&B quality F&B atmosphere F&B room service F&B variety F&B low or good prices Health or Welness club Security Variety of services Housekeeping Indoor pool Executive floor / Club floor Business center Room availability Frequent guest program Discounts Marketing Event happening there Clients choice

Quality standards (in stay service)

Marketing

Other

Top ten attributes driving the hotel purchase decision

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Location Brand name and reputation Physical property (exterior, public space) Guest-room design Value for money Service (functional) Service (interpersonal) Marketing F&B related services Quality standards

Note. Based on responses from 469 guests who were asked to report on most important attributes driving their decision to book their most recent hotel stay

Guest-room attributes that drive the purchase decision

Entertainment; 3 Kitchenette; 9 Overall; 20

Size; 21

Aestethetics; 5

HVAC; 3 Comfort; 16

Cleanliness; 20 Work equipment; 3

Top-ten attributes driving leisure travelers hotelpurchase decision

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Location Brand name and reputation Physical property (exterior, public space) Value for money Guest room design Service (functional) Service (interpersonal Marketing F&B related services Quality standards

Note. Based on responses from 469 guests who were asked to report on most important attributes driving their decision to book their most recent hotel stay

Top-ten attributes driving business travelers hotel-purchase decision

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Location Brand name and reputation Physical property (exterior, public space) Value for money Guest room design Marketing Service (fuctional) Service (interpersonal) Quality standards Bathroom furnishing
to book their most recent hotel stay

Note. Based on responses from 469 guests who were asked to report on most important attributes driving their decision

Top-ten attributes driving business-meeting travelers hotel-purchase decision

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Physical property (exterior, public space) Guest-room design Service (functional) Brand name and reputation Service (interpersonal) F&B related services Location Quality standards Value for money Bathroom furnishing
to book their most recent hotel stay

Note. Based on responses from 469 guests who were asked to report on most important attributes driving their decision

Top-ten hotel attributes creating value during customers stay

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Quality standards Location Value for money Bathroom furnishing Brand name and reputation

Note. Based on responses from 469 guests who were asked to report on most important attributes driving their decision to book their most recent hotel stay

Top-ten hotel attributes creating value during customers stay

1.
2. 3. 4. 5. 6. 7. 8.

Top-ten hotel attributes creating value during leisure travelers stay

1.
2. 3. 4. 5. 6. 7. 8.

9.
10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Quality standards Location Value for money Bathroom furnishing Brand name and reputation

9.
10.

Physical property (exterior, public space) Service (interpersonal) Guest-room design F&B-related services Service (funtional) Qualits standards Location Value for money Bathroom furnishing Marketing

Top-ten hotel attributes creating value during customers stay

1. 2. 3.

Top-ten hotel attributes creating value during business travelers stay

1. 2. 3.

4.
5. 6. 7. 8. 9. 10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Quality standards Location Value for money Bathroom furnishing Brand name and reputation

4.
5. 6. 7. 8. 9. 10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Qualits standards Bathroom furnishing Location Value for money Brand name and reputation

Top-ten hotel attributes creating value during customers stay

1. 2. 3.

Top-ten hotel attributes creating value during business-meeting travelers stay

1. 2. 3.

4.
5. 6. 7.

8.
9. 10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Quality standards Location Value for money Bathroom furnishing Brand name and reputation

4.
5. 6. 7.

8.
9. 10.

Guest-room design Service interpersonal Physical property (exterior, public space) Service (functional) F&B related services In stay service Location Value for money Meeting room design Brand name and reputation

Top ten attributes driving the hotel purchase decision

1. 2. 3. 4. 5. 6.

Top-ten hotel attributes creating value during customers stay

1. 2. 3. 4. 5. 6.

7.
8. 9. 10.

Location Brand name and reputation Physical property (exterior, public space) Guest-room design Value for money Service (functional) Service (interpersonal) Marketing F&B related services Quality standards

7.
8. 9. 10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Quality standards Location Value for money Bathroom furnishing Brand name and reputation

Top-ten attributes driving leisure travelers hotel-purchase decision

1. 2. 3.

Top-ten hotel attributes creating value during leisure travelers stay

1. 2. 3.

4.
5. 6. 7.

8.
9. 10.

Location Brand name and reputation Physical property (exterior, public space) Value for money Guest room design Service (functional) Service (interpersonal Marketing F&B related services Quality standards

4.
5. 6. 7.

8.
9. 10.

Physical property (exterior, public space) Service (interpersonal) Guest-room design F&B-related services Service (funtional) Qualits standards Location Value for money Bathroom furnishing Marketing

Top-ten attributes driving business Top-ten hotel attributes creating travelers hotel-purchase decision value during business travelers stay
1. 2. 3. 4. 5. 6. 7.

8.
9. 10.

Location Brand name and reputation Physical property (exterior, public space) Value for money Guest room design Marketing Service (fuctional) Service (interpersonal) Quality standards Bathroom furnishing

1. 2. 3. 4. 5. 6. 7.

8.
9. 10.

Guest-room design Physical property (exterior, public space) Service (interpersonal) Service (functional) F&B related services Qualits standards Bathroom furnishing Location Value for money Brand name and reputation

Top-ten attributes driving Top-ten hotel attributes creating business-meeting travelers hotel- value during business-meeting purchase decision travelers stay
1.
2. 3. 4. 5. 6. 7. 8.

9.
10.

Physical property (exterior, public space) Guest-room design Service (functional) Brand name and reputation Service (interpersonal) F&B related services Location Quality standards Value for money Bathroom furnishing

1.
2. 3. 4. 5. 6. 7. 8.

9.
10.

Guest-room design Service interpersonal Physical property (exterior, public space) Service (functional) F&B related services In stay service Location Value for money Meeting room design Brand name and reputation

Hotel attributes that drive customers purchase decision may not be the same as those influence guests value perceptions during a hotel stay

1. Creating service culture 2. Building an empowered service delivery team 3. Faciliating a customer listening orientation 4. Developing responsive service guarantees

How you need to

Be yourself, remember a smile is important Be natural Be warm and friendly judge each guest and assess how you should speak to them, some guests would prefer more formality, others want a bit more informality Make sure you stand up straight, this makes you look more approachable and confident Wear your uniform with pride Show you are interested, make eye contact with the guests and smile

How we do it
Walk up to the guest a guest should be acknowledged with Good morning/afternoon 30 seconds of arriving into the hotel Greet guests with a Hello, Good morning/afternoon how can I help you? or offer of help, use words you feel comfortable with When the guest asks for directions, take the guest there If the guests is checking in, take the guest to the reception desk Offer to help the guest with their luggage let me help you with that/your luggage Make small talk with the guest find out how their journey was, what brings them to London You might say, What brings you to London? How was your trip? Is this your first time with us? Make sure you finish with a parting comment like, enjoy your stay

Dealing with Difficult Guests

How you need to be Stay calm and remember not to argue with the guest Show the guest you understand, by nodding and empathising Show the guest you want to help by standing up straight and taking notes Acknowledge Guests needs and requirements, comments Assure the guest that you will act on their comments by saying Ill deal with it immediately Maintain professionalism and always stay polite and courteous Do not promise anything, you cannot deliver

This is how WE do it Ask questions about the situation Listen to the guest, and write notes Re-act quickly and efficiently to their needs, by dealing with them ( maintaining professionalism) quickly, or calling upon a fellow Partner if necessary More than anything, the guest wants a solution Offer an immediate solution this could be to give a discount, offer a room move, provide something complimentary, by way of rectifying the problem Let the guest know that you are dealing with their concerns

Dealing with Difficult Guests

How you need to be

This is how WE do it
Reassure the guest by maintaining contact with them, informing them of your actions Always offer to help in every situation, never blame a fellow Partner or the Company for shortfalls in the service or the product that we offer. Take guest comments and assure the guests that they will passed on to the relevant persons and they will be actioned, this will also show a more professional approach to the way you, and the Hotel deals with their comments. Ensure that a record is made in the log book of the difficulty and the solution given Ensure that a letter is written to the guest as a follow-up if necessary Ensure that a comment is include in the guest history system to allow us to acknowledge the issue from last time and provide excellent service for this guest the next time Give your name and contact details- it shows the guest that you act in a responsible manner and take ownership

Merry Christmas and Happy New Year