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

Table 7:

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
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