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Guest Complaints

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Professional Development

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Guest Complaints
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10 questions

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1.

FILL IN THE BLANK QUESTION

20 sec • 1 pt

It is how much, how often and what your Guests are talking about your hotel.

2.

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1 min • 1 pt

+1 point increase in reputation (based on a five-point scale) may result in a hotel’s ability to raise room rates up to ____%.

3.

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1 min • 1 pt

The _______________ describes how good your hotel’s reputation is whenever a guest leaves feedback.

4.

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1 min • 1 pt

In attaining guest satisfaction you have to ________ to what your Guests are saying everyday, how often (recurrence)

and since when (occurrence).

5.

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1 min • 1 pt

In attaining guest satisfaction, __________ why they are (un)satisfied to identify where you must improve and how to capitalize on your strengths.

6.

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1 min • 1 pt

In attaining guest satisfaction, _________to implement the corrective actions from the  simplest to the most complex one.

7.

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1 min • 1 pt

Helps to identify crucial areas of improvement.

Data here comes directly from guests and are critical in the decision making process across departments

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