Guest delight and genuinely hospitable employees | By Daphne Dekker
Synopsis
Guest satisfaction is not enough to retain guests, writes Daphne Dekker of Hotelschool The Hague. Even satisfied guests defect at a high rate. Guest delight, on the other hand, has been strongly related to guest loyalty, retention and positive word-of-mouth. The good news is that if guests feel delighted, it is most often because of the actions of hotel staff. So how do you develop this crucial ability to delight guests?
Guest satisfaction is not enough to retain guests, writes Daphne Dekker of Hotelschool The Hague. Even satisfied guests defect at a high rate. Guest delight, on the other hand, has been strongly related to guest loyalty, retention and positive word-of-mouth. The good news is that if guests feel delighted, it is most often because of the actions of hotel staff. So how do you develop this crucial ability to delight guests?