Prior to the economic downturn, hoteliers improved their offerings, increasing satisfaction with the overall guest experience as well as cost and fees satisfaction. Subsequently, during the recession, hotel chains reduced prices to stimulate demand which continued to improve satisfaction with cost and until higher rates began driving satisfaction back down in 2010. Hoteliers also made cutbacks in staffing levels, services and investment in the property to reduce operating costs during this period, which led to the deterioration of satisfaction with the broader guest experience.
"As guests have been coming back, so have their expectations," said Stuart Greif, vice president and general manager of the global travel and hospitality practice at J.D. Power and Associates. "Hoteliers, like many businesses, are feeling the strain of trying to maintain lower cost structures until they see more sustainable levels of demand. There is danger, however, in allowing their product and service to continue to deteriorate. It is critically important that hoteliers focus on improving the guest experience. If not, they risk losing customers, market share and financial viability." Any tips for hoteliers on how to tackle this issue?
No comments:
Post a Comment