Volume : V, Issue : II, February - 2015

Guest Satisfaction: A perspective of Hotel Staff and Management

Sarah Hussain, Dr. Kavita Khanna

Abstract :

The Indian hospitality industry has emerged as one of the key industries driving the growth of the services sector and thereby, the Indian economy. Guest Satisfaction is the most important factors in determining the success of a hotel. Providing and maintaining guest satisfaction is also one of the most challenging and daunting tasks for a hotel. Long–term customer relationships are created when a company manages to serve its customers impeccably and provide them satisfaction. This research was undertaken to examine determinants of Guest Satisfaction from hotel employees’ perception of 5 Star Deluxe Hotel Category of New Delhi. The study explores the perception of quality and satisfaction with regard to service and product. Results of the survey reveal the beliefs of employees about the guest expectations and actual deliverables. The study also explores tools used by Hotels in Delhi to assess and improve Guest Satisfaction currently

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Sarah Hussain, Dr. Kavita Khanna Guest Satisfaction: A perspective of Hotel Staff and Management Indian Journal of Applied Research, Vol.5, Issue : 2 February 2015

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