Why Customer Feedback is Crucial?

Any company can tune in to the voice of the customer by putting a few simple measures in place and with minimal effort, but the impact on the business can be remarkable.

When it comes to measuring customer satisfaction, it’s widely accepted that  relying on guests to complete surveys is common practice in the hotel and restaurant industry – but what about all that unstructured feedback as well – in other words, all those verbal comments that go un-captured everyday? Harness the ‘true’ voice of the customer and it can really pay off.
Research shows that over 90% of customer feedback are never actually captured which is why many successful enterprise organizations invest in systems and processes to ensure that they capture as much as they can. They know that putting customer feedback at the forefront of their business will help them make informed decisions to constantly improve their performance.
However, you don’t need to be a big business or even a customer service professional to benefit too. One organization that has seen some impressive benefits from adopting an enterprise approach to managing guest feedback is the award winning Felbridge Spa Hotel in East Sussex.
Matthew Drinkwater, who is the operations manager at the Felbridge, is a big believer in capturing and using customer feedback.
“Capturing customer feedback is critical for any business and provides us with actionable business intelligence that allows us to experience and the quality of our facilities including the spa and restaurant.” constantly improve the guest
Drinkwater implemented an on-line service called managemycomplaints.com that made it easy for all staff to quickly and simply capture guest feedback at every opportunity and in every department.
But unlike the name suggests, it’s not about managing complaints, it’s about managing all customer feedback – good and bad.
Since using the service Drinkwater has been able to identify areas in the business that they are doing well and areas they need to improve which has led to increased customer satisfaction, more customer recommendations and reducing waste and inefficiency in the catering departments.
He adds: “It’s a great benefit to the business and helps us maintain our customer focused approach to our business.”


Five simple steps to get started
Andrew Aldred at managemycomplaints.com says: “The hospitality and service sector has an amazing opportunity to tune in to the voice of the customer on a daily basis because their businesses are customer facing.
Just by asking one simple question at the end of each customer’s visit can really open a business’s eyes to what they’re doing well and what they can improve on: ‘Would you recommend our business to a friend or family?’
“Consider this as free business advice from the people who know you best – your customers and then make sure you’re ready to use it.”
Aldred advocates five simple steps for businesses to start benefiting from capturing and using customer feedback.

For detail articles :

• http://www.eatoutmagazine.co.uk/online_article/Why-customer-feedback-is-crucial-to-the-hospitality-industry-/10439
• http://www.managemycomplaint.com

Sexiest Hotels in Europe

TripAdvisor(R), the world’s largest and most popular travel community, announced the top 10 sexiest hotels in Europe, based on TripAdvisor editors and travellers. From seductive city suites, to beach-side personal butlers, these properties offer serious va-va-voom for those seeking a sultry sanctuary à deux.
TripAdvisor site data also reveals that Paris, London and Amsterdam boast the most sizzling hotels in Europe, based on the “sexy index”, calculating the number of times that travellers use the term “sexy” in their candid TripAdvisor reviews.

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1. Black Tulip, Amsterdam

centrally located in a stylish 16th century canal-side building this hotel features specially designed ‘lust’ rooms. All rooms boast black-out curtains and guests can take advantage of the “fun equipment” installed in certain suites. As one TripAdvisor traveller explains, “The rooms are seriously sexy, complete with all the bondage gear you could wish for.”

2. Propeller Island City Lodge, Berlin

For couples looking to add some spice to their getaway the quirky art installations within this hotel will not disappoint. Each room is uniquely sexy – the ‘Flying Bed’ room includes a mattress as an iconic temple at the top of an inclined ramp. The ‘Galerie’ room features a round bed with a pedal-operated mechanism that allows it to spin on a pivot. “We stayed in the room completely lined with mirrors. It was very tiny, but that was all part of the fun,” writes one TripAdvisor traveller.

3. The Witchery, Edinburgh

The hotel’s magnificent Guardroom suite offers sheer aristocratic decadence. If you tire of the delights of its romantic four-poster bed, the suite has breath-taking views over Princes Street to Fife. From the brocade and velvet bedroom furnishings to the antique double bath with its enormous mirror The Witchery provides guests with sexiness from a bygone age. Even X-Factor star Danni Minogue describes the hotel as “the perfect lust-den.”

4. Buddha Bar Hotel, Prague

Couples seeking treats galore should add this hotel their wanton wish list. This urban hotel offers stylish surroundings, not to mention a special couples getaway package which includes a one-hour massage each, private use of the jacuzzi, fresh flowers and a mood music CD. As one TripAdvisor traveller writes, “A chilled bottle of champagne and a bowl of strawberries waited for us along with a gift of massage oils, honey dust and feathers, setting the pace for the most romantic honeymoon anyone could have.”
5. Amour, Paris
The brainchild of a graffiti artist and nightclub entrepreneur the Amour has everything you need for a sultry weekend. Bedrooms lead off black-painted corridors lit by naked bulbs and each room offers something different. Some have been decorated by named artists; others display risqué photographs. Amour is summed up by one TripAdvisor traveller as “an ideal place to drink, eat, sleep, find an intelligent conversation or be seduced.”

6. The Hempel, London

Anouska Hempel’s temple to minimalist Zen is hidden behind its discreet, west-London, townhouse façade, giving it an instantly illicit feel. For couples looking for something special the Lioness Den suite should be explored. The bed is suspended from the ceiling by bars resulting in a cage-like experience. As one TripAdvisor traveller writes, “The mattress, the pillows and the blankets are all extremely lovable...excellent for couples.”

7. Hotel Arts Barcelona, Barcelona

With its double showers and black-out blinds Hotel Arts oozes sex appeal. The hotel’s infamous art isn’t the only thing that will appeal to amorous guests – even the technology adds an air of passion. as one TripAdvisor travellers explains, “We could lie in our fabulous, sumptuous bed, and using a remote control, bring down electronic shutters to all the windows, they even had their own CD called Barcelona Nights to help get you in the mood!”

8. Adam and Eve Hotel, Turkey Antalya Coast

With its sexy minimalist decor this hotel has been created specifically with couples in mind. Not only does it provide aphrodisiac incense to spice up your stay but guests can even select a ‘fantasy box’ for the room. Summed up by one TripAdvisor traveller, “I recommend this hotel to all couples, but come without children – it is really is a fantasy hotel…”

9. Suite Sistina, Rome

The four suites of this luxury residence bring together antique mosaics, modern furniture and avant-garde technology to offer couples an extraordinarily discreet and unique experience. With beds embraced by soft silk, state-of-the-art stereo systems and romantic lighting your stay is sure to be a passionately memorable one. As one TripAdvisor traveller notes, “Really large round bed, twin tub in the bedroom. All electrics are centrally controlled and the mood lighting certainly added to our stay.”

10. Grand-Hotel du Cap-Ferrat, Cote D-Azur

Located in the millionaire paradise on the peninsula of St. Jean Cap Ferrat, this hotel is a once-in-a-lifetime luxury escape. Exclusive suites offer everything from private swimming pools to personal butler service – the sheer scale of excess is guaranteed to get pulses racing. One TripAdvisor traveller is impressed with the hotel staff, “He arranged a very romantic table setting complete with candles and even snuck me a rose to give to my wife.”

“Whether couples are looking for a traditional romantic getaway or something a little more saucy, TripAdvisor  travellers  recommend all sorts of hotels for a memorable and passionate retreat,” said Emma O’Boyle,

Top List of Hotel Complaints

This is a Hotel Assist page about some of the classic problems found in hotels without a doubt customer services are becoming more sympathetic about client complaints. One of the reasons for this renewed service level is the power of the internet as a medium for publicizing a hotels problems.
1. Bed Bugs
A very serious complaint and one that the hotels dread. These horrid creatures can be found in carpets, woodwork, beds and travellers luggage. They can last up to one year without your blood as food. Check out the sheets for small specks of blood.You can also pull back the bed sheets and check the mattress seams and bedside drawers for signs such as the bug itself or minute small black droppings or dried blood.
2. Dirty Hotel
There is nothing worse than a dirty unmaintained hotel and I could personally name at least a dozen off the top of my head in London. There is a new breed of “hotel owner” emerging in London, mainly relatively small overseas investors. Property prices are still “going north” and it has become lucrative to purchase a freehold hotel, continue running it as a hotel for 3 or 4 years and then sell it. The hotel business pays the overheads and makes the landlord an operating profit and he gets the benefit of a large profit after he sells the premises. In that ownership time he spends no money of refurbishing or good maintenance as he is in it short term to make money.
3. No booking on arrival
Saturdays in the office on a busy London day brings in hotel calls that Mr Smiths credit card is invalid and they are cancelling his booking. For this statement read “The hotel has overbooked and we need to dump some one night bookings“.
For a greater insight, check out our hotel overbooking excuses

4. Unhelpful staff
Now here is a hot potato ! We have all encountered the Reception person from hell. Maybe they have a hangover or have just missed out on a pay rise but they want to make your life hell. There is a well known good tourist class hotel in Kensington London with some of the best reception staff in the business but let the head receptionist have an argument with his boyfriend and whether you are the King of Siam or Tony Blair you will be made most unwelcome..
5. Next to a lift shaft
I can remember vividly spending a sleepless night in a Paris Hotel with my head just the other side of a thin wall adjoining the lift shaft … never again.
6. Noisy room
I recently stayed at a very popular superior hotel in Manchester which is constantly in the top 1 or 2 Tripadviser rankings. Apart from the shower head falling off the wall and the lounge being effectively an ash tray, the walls and ceilings were so thin that you could hear everything around you. Even worse outside our room was a fully operational scrapyard. Are all client internet reviews genuine??? I doubt it … C’est la vie !
7. Overcharged
Its surprising how many travellers do not check their itemised bill when checking out. Extras such as a paid movie or a short from the minibar can go on the wrong room bill so easily. Also be careful when at the hotel bar as the room name and number that you shouted out to the barman can now be used by an unscrupulous person to charge his drinks to.
8. Poor room service
9. Overpriced Phone charges
10. Minicab scam
This for sure applies to London but probably happens all over the world too. You ask Reception to book you a taxi to the airport on check out morning. He uses his “friendly” unlicensed or private hire driver service who adds a commission on for him which you pay for!
11. Sub Standard restaurant
12. Inaccurate star rating
The problem in London is that there is no single regulatory body which controls star ratings. It is therefore possible, in fact probable, that many hotels decide themselves what star rating to be. the main discrepancies lie in the one to three star range. We have a budget hotel in Paddington at the moment that has after many years decided to replace the 70’s bedroom furniture with Ikea products. No problem there until they therefore decide to up the nightly rate by 20 pounds and ( this is the bit I object to ) call the rooms “DELUXE”. Now bear in mind this is a 2 star grot box.
13. Cancellation costs