| Factors |
Assessment indicators |
Method |
Tools |
| Internal client |
Level of social and emotional intelligence of employees |
Expert assessment |
Expert assessment scale |
| Personnel training system |
| Availability of communication systems between departments |
| Personnel motivation system |
| KPI availability |
| External client |
Availability of communication systems with the client (before, during and after sales) |
Expert assessment |
Expert assessment scale |
| Personalization in communication with the client |
| Availability of customer base |
| Percentage of subsequent visits |
Analysis of hotel data on subsequent visits |
Statistical data processing |
| Quality of service |
Availability of service standards |
Expert assessment |
Expert assessment scale |
| Satisfaction level with the quality of services provided |
Survey |
Questioning and statistical data processing |
| Complaints handling |
Feedback analysis |
Statistical data processing |
| Rating on booking sites |
| Location |
Proximity to the city center |
Expert assessment |
Expert assessment scale |
| Proximity to attractions |
| Proximity to the beach |
| Proximity to metro stations, public transport stops |
| Infrastructure |
Availability of parking for a sufficient number of cars |
Expert assessment |
Expert assessment scale |
| ATMs availability |
| Availability of catering and leisure facilities |
| Availability of communication services (WiFi) |
| Range of services |
Compliance of the list of services with the target audience |
Expert assessment |
Expert assessment scale |
| Number of additional services |
| Price |
Dynamics of sales: download, ADR, RevPar |
Comparative analysis of indicators |
Statistical data processing |
| Hotel website |
Home page |
Expert assessment |
Expert assessment scale |
| Website structure |
| Customer funnel |
| Availability of necessary information |
| Convenience of online booking system |
| Availability and visibility of benefits when booking from the site |
| Convenient feedback |
| Photo quality |
| Availability of a mobile version of the site |
| Accessibility for foreigners |
| Link to social networks |
| Loyalty program |
Availability and level of loyalty program |
Expert assessment |
Expert assessment scale |
| Availability of the automated service system for regular customers |
| Database of regular customers |
| Customer loyalty index |
Survey |
Questioning and statistical data processing |
| Religious and national awareness |
Availability of the buffet |
Expert assessment |
Expert assessment scale |
| A special menu in restaurants and cafes that combines dishes from various cuisines |
| Certification “Halal”, “China Friendly”, etc. |
| Specifics of a customer-oriented segment |
Availability of a ramp, elevator, buttons for calling of workers, a specially-equipped room |
Expert assessment |
Expert assessment scale |
| Staff trained in the program to work with disabled people |
| Corporate customer service programs |
| Availability of room stock that takes into account the specifics of the segment |
| Availability and range of special menus |
