While room rates are a major focus for trip planners, recent studies by Harvard Business publishing present something more fascinating: guest satisfaction is a large contributor to guests’ decision to book a hotel or not, regardless of the room rate. Guests are likely to return to their favorite hotel...
Archive for category: Blog
Book Review: Four Seasons The Story of a Business Philosophy
Summary Isadore Sharp provides a chronological account of his life, taking us from his youth in Toronto to present day. As expected, the book charts the rise of the Four Seasons hotel company, but much of the most interesting storytelling is in the first seven chapters where Mr. Sharp...
Market Metrix: Recession Taking a Bite out of Hotel Guest Satisfaction
In this press release by market research leader Market Metrix, customer satisfaction has declined in the second quarter of 2009 by a slight -0.2. The article says that 154 of 274 hotel companies received lower MMHI (Market Metrix Hospitality Index) satisfaction scores when compared with the first quarter of...
Magic Johnson’s Captivating Customer Service
This captivating article from CNN explains the success story of Magic Johnson. Sixteen years after retiring from basketball, Johnson is successfully operating Magic Johnson Enterprises, a private Los Angeles-based company. He works with local entrepreneurs to open franchises in inner-city neighborhoods across the U.S. and signed a unique deal...
George McKerrow of Ted’s Montana Grill: Importance of the Restaurant Industry in Our Society
George McKerrow, CEO of Ted’s Montana Grill, wrote an excellent piece in ajc.com about why the restaurant industry is so vital to our economic and social fabric. He states that 1 out of 10 employed Americans work in restaurants, a vivid reminder that the government should carefully consider which...
Hotel Guests are Less Satisfied in 2008
J.D. Power & Associates, in its 12th hotel guest satisfaction study, surveyed 53,000 guests who occupied hotel rooms between May 2007 to June 2008. According to their article, the study suggests that hotel guests are less satisfied in 2008. In addition, common complaint issues include Internet connection problems and...
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For Businesses Whose Life Blood is Customer Service… Coyle actually can be everywhere at once. Whether it be New York, Hong Kong, Paris, Tahiti, Bhutan or even Antartica (yes, we have done work in Antartica), our panel is poised and ready to bring business intelligence to you. Fast Facts...
Global Spa Summit
Resources 2007 Global Spa Economy Report Published: May 2008 Click here to Download Commissioned by the Global Spa Summit, this 64-page Global Spa Economy Report is the product of an extensive study conducted by an independent research company, SRI International (formerly the Stanford Research Institute). The Global Spa Economy...
