The paper describes how predictive research analytics has been used to optimise MyTravel's property portfolio, resulting in a redefined hierarchy of importance in terms of what guests want from a hotel.
One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service experience. This paper analyzes guest satisfaction survey data collected from four large North American hotel chains, each of which is considered to be a full-service upscale hotel brand.
This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest expectations that allow for the calculation of potential future value created by better managing the guest experience and, in an age when guest delight turns into expectation faster than an overnight stay, and less and less, hotel facilities alone produce the kind of leveragable differentiation required to build loyalty and profitability, how can hotels avoid commoditization and maintain guest loyalty?
While still in its infancy, the practice of developing and implementing marketing strategies designed to leverage the power of personal recommendations on a grand scale holds great promise. This paper combines a discussion of the results from a primary market research study on the presence, levels, and financial impact of word-of-mouth advocacy across eight leisure and travel industry sectors with practical how-to advice for a five-step program to develop, implement, and measure the impact of advocacy strategies.
Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluable source of both strategic and operational information for Fairmont's business. This paper provides real-life examples of how a world-class hotel brand effectively leverages its guest panel, not only to measure the success of its loyalty programme, but also to drive the brand and manage the guest experience.
This paper describes the process of qualitative research developed for Costa Crociere in order to help the company renew its evening entertainment services on board a cruise liner operating in the Mediterranean, and to bring them in line with customer expectations.
Idle time is becoming more important in cities like Mexico. Because of that, we saw the chance to make an influence on its increasing significance by converging with the leisure industry in general, which could have not only a large market, but the opportunity of contributing to the wellbeing of human beings as well, especially the urban human.