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Consistently high levels of customer satisfaction require
conformance with a property’s quality assurance standards.
This conformance is typically measured in Guest Experience
Evaluations by "mystery shoppers".
Hannah Marketing's Guest Experience Evaluations, conducted
through our Service Strategies division, have been carefully
designed to be the most constructive inspections in the
hospitality industry. The inspections (1) are based on
quality assurance standards that determine or drive guest
satisfaction; (2) highlight the positives, not just the
opportunities for improvement; and (3) address the
revenue-generating opportunities throughout the property.
In this way, the inspections link the quality assurance
standards directly to guest satisfaction, help motivate
the staff and identify opportunities to increase sales.
Importantly, these Guest Experience Evaluations are a part
of a larger, integrated quality assurance system that
includes guest satisfaction research, meeting planner
satisfaction research, quality assurance standards development,
position training and hospitality training.
These Evaluations are recommended for all properties
at least once a year.
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