How hotels manage complaints is an important sign of their commitment to their purpose, and it's important to remember that visitors will loudly broadcast their complaints not just to the hotel, but to other potential customers. Efforts to capture data and information about visitor stays and sharing the findings with leadership can help build strategies to improve service, an expert says.

Read the original article here: The Complaint Box

tags: hospitality

Health is definitely becoming an important service factor in hotels. Besides ensuring that the hotel health & spa facilities are top-notch, I believe properties can benefit from creative promotions and packaging of these services.

Example: Business travellers often have non-stop gruelling days at work. Why not offer them a package which includes a free massage with upgrade options to full treatments, plus the usual access to the gym, pool, etc.

Also, another great idea would be to help guests stick to their New Year's resolutions! A lot of us promise ourselves a healthier lifestyle in the new year..keeping this may be more difficult if you're travelling. Hotels can help out by offering health packages including special healthy-eating menus, gym & health club access, spa, yoga or other treatments to make a wholesome experience.

JJ

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Hotels including Hyatt Hotels & Resorts, Hilton Hotels and Westin Hotels & Resorts are touting their exercise facilities to health-conscious travelers by upgrading or expanding facilities, and offering programs and equipment for in-room or outdoor workouts. "People are health-crazed today, and fitness facilities are what customers want," said American Hotel & Lodging Association President Joe McInerney.

Read the original article: USATODAY.com

By Barbara De Lollis and Barbara Hansen, USA TODAY

Airline passengers have many complaints these days — from cramped flights to security hassles. But one aspect of flying has improved: The odds of getting bumped from a flight are the lowest in more than a decade.

For the first nine months of the year, airlines bumped about 12 passengers per 10,000 from their scheduled flights, a USA TODAY analysis of government statistics since 1995 shows.

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Market Metrix Examines How Countries, Hotel Brands, and Guests Differ Across the Global Hotel Industry

The international component of the MMHI is based on 10,000 guest interviews of non-US hotel stays annually.

Overseas Hotels Score Higher In Emotions:
Emotion scores (which correlate highly with loyalty) were higher at overseas properties compared to US hotels. Specifically, overseas hotels scored much higher than US hotels for the feelings of "Pampered" "Elegant" and "Important".

Read the original article here: ehotelier.com News Archives