| Customer-orientation indicators |
Scoring from 0 to 4 |
| Level of social and emotional intelligence of employees |
|
| Availability of personnel training system |
|
| Availability of necessary communication systems between departments |
|
| Availability and level of personnel motivation system |
|
| KPI availability |
|
| Availability of necessary communication systems with the client (before, during and after sales) |
|
| Personalization in communication with the client |
|
| Availability of customer base |
|
| Percentage of subsequent visits |
|
| Availability of service standards |
|
| Satisfaction level with the quality of services provided |
|
| Complaints handling |
|
| Rating on booking sites |
|
| Proximity to the city center |
|
| Proximity to attractions |
|
| Proximity to the beach |
|
| Proximity to metro stations, public transport stops |
|
| Availability of parking for a sufficient number of cars |
|
| ATMs availability |
|
| Availability of catering and leisure facilities |
|
| Availability of communication services (WiFi) |
|
| Compliance of the list of services with the target audience |
|
| Number of additional services |
|
| Sales dynamics |
|
| Hotel website |
|
| Availability and level of loyalty program |
|
| Availability of the automated service system for regular customers |
|
| Database of regular customers |
|
| Customer loyalty index |
|
| Availability of the buffet |
|
| Availability of a special menu in restaurants and cafes that combines dishes from various cuisines |
|
| Certification “Halal”, “China Friendly”, etc. |
|
| Availability of a ramp, elevator, buttons for calling out workers, a specially-equipped room |
|
| 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 |
|
| Total |
|
