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Implementation Of A Customer-Oriented Approach In The Management System Of Hotel Industry

Table 2:

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
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