The luxury hotels around the world need regular feedback from its guests to ensure that they maintain the highest level of service. The Leading Hotels of the World, a hospitality organization is helping its member hotels in this field. A newly developed software program designed to measure guest-satisfaction was launched this week at more than 430 hotels by LHW. Medalia, a software firm has developed the program and is managing it.
The program is a guest-satisfaction survey that provides hoteliers key information regarding guests’ overall satisfaction. The feedback is almost real time and allows the hotel staff to respond immediately and correct anything that was not to the liking of the guest. The program can also monitor trends and operational efficiency very objectively. It is a very positive move and will go a long way in improving customer satisfaction.
The program is so designed that smaller luxury properties can also implement it effectively and upgrade their market research and analysis of operations. The Leading Hotels of the World management is very happy with Medallia’s customer experience management platform as the find it to be comprehensive, flexible and the most effective tool for customer feedback analysis. LHW is providing the program free of charge to all its members to help them improve their services.