How do you improve international business hotel guest satisfaction in emerging markets?
International business hotel operators have recognized that guest satisfaction is an essential part of a hotel's success. In today's highly competitive international business environment, compared with tourists, business guests care more about personal attention and special treatment. So, hospitality industries should give more attention to customer satisfaction. Improving hotel guest satisfaction will bring multiple benefits, there is a positive relationship between customer satisfaction and profit. International business hotels attract guests who travel for business purposes and attend conferences or meetings and usually stay just one or two nights in a hotel. They are the most frequent users of lodging services.
History of hospitality
In 1794, the City Hotel opened in New York City and at that time the modern concept of a hotel was defined. Then in 1829 the Tremont House opened in Boston which took a significant progress in style and service. 'This hotel was considered by many to be the beginning of what was regarded as first class service. In 1908, the Buffalo Statler opened, marking the beginning of the modern commercial hotel era.' They paid more attention to guest satisfaction. The services they supplied included private baths, ice water and a morning newspaper (History of Hospitality, 2007). Nowadays, international business hotels play an indispensable role in the lives of business travelers and also play a positive role in the international economy. So, with the development of hospitality, international business hotel managers are paying more attention to customers satisfaction and trying to improve quality of service.
How price influences guest satisfaction
Price is an important factor in satisfaction, according to a market survey conducted by CLIA (Clinical Laboratory Improvement Amendments). CLIA had handed out 2,482 questionnaires online. The question was posed to respondents was whether price was a paramount element in guest satisfaction. There were 1 to 10 scoring interval, 1 meaned the least important and 10 was the most influential. Through the statistical analysis and calculation, the average number was 6.8. The participants thought price was one of most important factors in customer satisfaction (CLIA, 2006). From the economic point of view, price can adjust the balance of supply and demand, It is the same with hospitality. The price formular in international business hotels involved some factors such as discounts, allowances, commissions and credit. All of these can influence the guest satisfaction in a hotel. In the long term, the rising cost and growing competition in the hospitality market will use price to gain success and the satisfaction. The Oberoi Hotel in Mumbai, which is located in the city’s major commercial shopping center of Nariman Point, the excellent position affects the price in the hotel and provide business travelers contemporary style and luxury (Oberoi hotels, 2012). There are some discount activities that can improve satisfaction. Recently, some hotels in China announced that if you stay in a suite for one night and enjoy the second night, the price will be half. What is more, they also have some free services. Breakfast and airport transfers are included in the price of the suite. Le Royal Méridien Hotel in China offers five-star service and modern design (Lemeridien, 2012). If a customer books a room before 30 September 2012, he will get one complimentary VIP ticket for the musical “Cats” in Chinese. If a guest stays two nights or more, he will have two hours free use of a meeting room, free internet access and one way airport pickup or drop off at either of Shanghai’s two airports. This is very helpful to international business guests who are not familiar with China's geography. From these successful examples, it is easy to...
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