Sean Mayse Provides Recommendations to Boost Falling Guest Satisfaction in Hotel Industry
After recent economic challenges, hotels are finally beginning to see an increase in business. However, Sean Mayse, hospitality industry expert, explains why hotels are still falling behind in guest satisfaction ratings.
NEW YORK, NY, August 08, 2012
According to the J.D. Power and Associates 2012 North America Hotel Guest Satisfaction Index Study, as the hotel industry gradually rebuilds itself and bounces back from the economic downturn, guest satisfaction remains low. According to the recent Market Watch article from The Wall Street Journal, guest satisfaction ratings have declined seven index points since 2011. The study measured and examined satisfaction in areas including reservations, hotel services and facilities, cost and fees and food and beverages.Sean Mayse notes that scores are more dramatic than the story portrays. "Hotels offer lower prices to accommodate for lack of repeat business. Guests satisfied with low room rates masked the decline in other areas," commented Mayse. While working with hotel chains through his work as Group Sales Manager at Vision One Hospitality Consultants, Sean Mayse has seen this happen.
"Hotels begin to see more business but aren't raising their overall guest experience to win repeat guests," states Mayse. The report echoes the thoughts of Mayse, showing satisfaction scores in the hotel check in and out process, food and beverage, and services and facilities at the lowest they've been in seven years.
Stuart Grief, Vice President and General Manager of the global travel and hospitality practice at J.D. Power and Associates shares Sean Mayse's opinions. "Hoteliers need to get back to the fundamentals and improve the overall guest experience," comments Grief. "Charging guests more and providing less is not a winning combination from a guest satisfaction perspective, much less a winning business strategy. In short, hoteliers are falling further behind and need to catch up."
Mayse recommends hotels improve upon their guest satisfaction levels by improving the training of their staff. A new portion of the 2012 study examines guest satisfaction with hotel staff as a great influence to overall happiness. The results show that guests give a significantly higher satisfaction rating when pleased with the hotel's staff. Sean Mayse suggests in addition to making sure the staff is on board with providing exceptional customer satisfaction, hoteliers should offer free Internet and room upgrades. "People expect free Internet everywhere they go," states Mayse. "They should have access to free and fast service in their hotel."
ABOUT:
Sean Mayse is Group Sales Manager for Vision One Hospitality Consultants. His responsibilities include accounting, hotel operations, client care and Search Engine Optimization. Based in Florida, Sean Mayse and his colleagues consult with and market for a variety of Florida-based hospitality venues and establishments.
Website: http://seanmayseblog.com