| Factor |
Description |
| Internal client (management, hotel staff) |
Formalization of business processes; creation of a personnel management system aimed at the formation, development and assessment of internal customer-orientation; development of necessary communication systems between departments; staff motivation; training |
| External client (users of services) |
Meeting the needs and building relationships with customers; co-building relevant marketing policies; development of a personnel management system aimed at the formation, development and assessment of external customer-orientation; development of necessary communication systems with the client |
| Quality of service |
Service standards; good reviews and awards on booking sites; complaints handling |
| Location |
Preferably the center of the city, close to attractions, catering and entertainment; availability of transport junctions |
| Infrastructure |
Parking for a sufficient number of cars; ATMs |
| Range of services |
Large range of basic and additional services |
| Prices |
Affordable hotel pricing policy |
| Hotel website |
Attractive website; easy navigation; availability of feedback; download speed; the site looks fine on phones and tablets |
| Loyalty program |
All sorts of discounts; accumulation cards, bonus programs; individual programs and privileges; corporate customer service programs |
| Religious and national awareness |
Availability of a buffet; in restaurants and cafes - a menu that combines dishes from various cuisines; certification of “Halal”, “China Friendly”, etc. |
| Facilities for disabled people |
Ramp, elevator, buttons for calling out workers, a specially-equipped room |
| Specifics of a customer-oriented segment |
Analysis of the target audience, CRM-system |
