Boost Hotel Guest Satisfaction: a study case of Hotel X
Sekarwangi, Zahra (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052013370
https://urn.fi/URN:NBN:fi:amk-2024052013370
Tiivistelmä
This study investigates the importance of guest satisfaction in the hospitality industry, with a focus on Hotel X in Helsinki. The main goal was to identify critical areas for improvement and implement strategies to enhance guest satisfaction. The research draws on theoretical frameworks in customer satisfaction and customer needs and expectations to guide the analysis.
Using a comprehensive methodology, the study collected data through surveys and observations over several months. This approach enabled the identification of pain points and opportunities for improvement. Key findings indicated significant enhancements in various aspects of guest satisfaction, such as check-in/check-out processes, room cleanliness, staff friendliness, and overall guest experience.
The study concludes that adopting a systematic approach to service design, based on guest feedback, can markedly improve guest satisfaction. Hotel X is advised to continue investing in employee training and technology to maintain and boost satisfaction levels. These efforts are essential for maintaining a competitive edge in the hospitality industry and ensuring a consistently positive experience for guests
Using a comprehensive methodology, the study collected data through surveys and observations over several months. This approach enabled the identification of pain points and opportunities for improvement. Key findings indicated significant enhancements in various aspects of guest satisfaction, such as check-in/check-out processes, room cleanliness, staff friendliness, and overall guest experience.
The study concludes that adopting a systematic approach to service design, based on guest feedback, can markedly improve guest satisfaction. Hotel X is advised to continue investing in employee training and technology to maintain and boost satisfaction levels. These efforts are essential for maintaining a competitive edge in the hospitality industry and ensuring a consistently positive experience for guests