Hotel Guest E-Satisfaction Tool
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Unresolved guest satisfaction usually results in one of two consequences:
Guest defection. Guests who leave a property dissatisfied have many other lodging options the next time they travel
Time and money spent fixing problems. The estimated cost of fixing problems (compared to prevention) can amount to thousands of In the case of hotel chains that serve large numbers of guests each year, this estimate could easily amount to millions of dollars.
Problems experienced reduce guest satisfaction, reducing return intent, causing defection among guests.
Without actionable information available to a hotel manger and at an affordable price, effective remediation becomes difficult at best. HotelGESTSM provides this critical cost effective information in a very timely fashion.
Value Proposition – HotelGESTSM
| Example ADR | $50 |
| Alert reports per month | 10 |
| Annual alerts | 120 |
| Revenue likely to be lost ($50 times 120) | $6,000 |
| Guest recovery rate | 25% |
| Revenue saved or Net Recovery | $1,500 |
| Investment in GAP (estimated annual fee) | $500 |
| ROI percentage ($1,500 Net Recovery divided by $500) | 300% |
| ROI on lost revenue prevention | 3:1 |
HotelGESTSM offers a value proposition as an information solution as follows:
Fast. Guest email addresses are continuously captured and an email invitation to take a survey is sent soon after check out. As soon as the completed survey is returned (usually within 48 hours), the data is processed and reports are generated in real-time accessible via secured log in and password protocol.
Actionable. All reports are designed for action. The Alert Report identifies those guests who have stated they are not likely to return to the hotel. This list contains theguest’s name, room number, check out date, and their rating status. At this point guest recovery can be initiated HotelGESTSM generates additional reports that list specific problems experienced by guests monthly and daily rating trends,as well as guest improvement suggestions and listings of exceptional service providers as rated by guests.
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Affordable.
Web-enabled HotelGESTSM software uses an Application
Services Provider platform. Therefore, HotelGESTSM
users do not have to invest in software or servers.
Online Automated Reporting
HotelGESTSM is based on an automated data processing
and reporting “engine” that receives the guest response data
including text and instantly converts it into easy to understand graphics.
Upon submission, the completed questionnaire, including verbatim statements,
appears as an incoming email from the guest and can be instantly forwarded
to key staff responsible for overseeing guest satisfaction. This enables
immediate action while the issues are fresh in the guest’s mind.
Guest Email Address
Hotels participating in HotelGESTSM provide
us with collected guest email address and we send out all the questionnaire
invitations for you.
Questionnaire
HotelGEST'sSM standard questionnaire touches
upon the key areas of property evaluation. Please contact us about customizing
the questionnaire to fit your specific needs.
Reporting
Package
The basic online reporting package consists of the following seven reports:
Alerts Report is designed for immediate notification of guest problems enabling immediate resolution.
Problem Other-Specify Report itemizes those problems not captured by the closed ended questions.
Control Report provides daily guest attribute ratings and shows totals for each day of the month.
Guest Suggestions Report helps to review improvement ideas on product/services that involves the guest.
Trend Report measures monthly overall performance. Up to 15 months of data (when collected) will be displayed in this report A summary report of problem incidence detailed by type is also available.
Exceptional Service Provider Report lists the names of employee(s) who the guest felt provided outstanding service.
Guest Response Database furnishes a complete set of questionnaire data in an Excel format. This can also be downloaded to prepare additional reports or report aggregations.
Competitive Benchmark Report is one of the most unique features of HotelGESTSM. Based on DKS&A’s highly regarded hotel syndicated research, the participating hotel’s performance is benchmarked against that of competing hotels in the same market (Metropolitan Statistical Area). Local competitive benchmarks are provided based on overall satisfaction, service, and value for the price paid. While hotels may show improvements based on their own internal data, however with out a competitive benchmark it is impossible to understand where they fit withing their competitive set. Competitive Benchmark reports are based on the average rating for same-segment hotels. The benchmark report is only available via HotelGESTSM Advance.
For an additional cost we can provide the following:
- Full or Partial Customization
- Private Labeling
- Customized Additional Analytical Reports
- Email Yield Report
- Action Planning Seminars
- Advanced Statistical Analytics
- Advisory Services for Design and Implementation
To try an interactive demo,
go to www.hotelgest.com