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Why we have standards

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Free E-journal

Description

Free E-journal

Why we have standards

 

Standards & Our Guests

 

Standards are made and set up to establish a rule or model for the measure of quality or model for the measure of quality and value.

 

Why we have standards:

 

  • Consistency
  • Quality control
  • Management tool
  • Training tool
  • Describes the service philosophy and values of the hotel
  • The vision is communicated to guests and employees
  • Considers guest expectations
  • To ensure that the customer comes first

Why :                                                  To ensure guest satisfaction

 

Who is ensuring your salary?      The Guest

 

 

Dissatisfied Guests:

 

  • For every 100 customers who complain, 26 others are silent. We hear from only 1 out of 27.

 

  • Of those who have cause to complain, 91% will never return if nothing is done to resolve the problem.

 

  • Each customer who has a complaint, will tell 8-16 other people.

 

  • 82 – 95% of the customers who have a complaint will return if something is done immediately to resolve it.

 

  • It costs 5 times more to attract a new customer than to keep an existing one.

 

 

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