Abstract:

This paper will report and compare guest satisfaction data collected from fifteen countries (including Australia, China, French Polynesia, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Pakistan, Papua New Guinea, Philippines, Singapore, Taiwan and Thailand) within the Asia Pacific region for the Six Continents Hotels Asia Pacific Division.The particular purpose of this paper is to describe how the data is analyzed and utilized by Six Continents Hotels Asia Pacific Division in order to effect improvement and ensure consistency of service and performance across all participating hotels from a multitude of countries. By exploring the research contained within this paper, the reader will gain insight regarding the importance of 'key driver modeling' to the success of one of the world's successful hotel brands in the Asia Pacific region.