How to make the customers satisfy the hotel

Yang Li

Abstract：with the rapid development of Cardiff economy as well as the tourism industry， the city's hotels have almost 9，000 available bed spaces in total， more and more businesses men and tourist rush into Cardiff， it brings a lot of opportunities to the local hotel industry. So the designed hotel should also try their best to attract more customers for more profit.

Key words：customers； satisfaction；hotel

一、The hotel customers expectation

Hotel customers hope to obtain the service they should obtain during the accommodation in the hotel， But it should be evaluated in some ways. At first the expectation is based on the payment the customers make， more payment from the customers would bring them more expectation on the hotel， particularly that customer is of variety than other hotel， more considerate service should provided seriously， otherwise if they think that the service supplied from the hotel does not meet their objective requirement， then the dissatisfaction would be existed. In addition， the city image plays a very important role during the customer expectation， if the good city image attracts the potential target market based on the good environment， and the targeted customers hope to enjoy the fresh air and bright sunshine， they would make the decision to the city soon， and they would book one hotel， based on the good image of city， they would have a higher hotel expectation on it， such as very clean bedroom， very considerable front service， very environment-protectable dinner and much of first-class suites faced with the beach and so on. And these could be regarded as the detailed expectation of hotel customers. Furthermore， diverse customer satisfaction is caused by the changed corporate performance as well as the external economic influences .Based on the market segmentation theory， the hotel customer expectation should be divided into several segments according to their detail interest， then hotel management should make the related investigation on the target market through several ways， such as inquiry investigation， internet-investigation， door-to-door visit， long-term relationship maintain and son. The program of attracting the target customers would be carried out as soon as possible. In the end， it should be reminded that the diverse hotel service supplied must meet the segmented target hotel customers. Hotel customer with higher income should not be provided for the general service according to the higher payment they have made. Anyway， the hotel can be only worked under the profit， this is the foundation.

二、The hotel customer satisfaction

The hotel customer satisfaction involves three aspects： hotel customer expectation， service quality as well as the staff attitude. And the hotel customer satisfaction can be improved by controlling the relevant service measures. Generally speaking， if the hotel customer expectation become excessive ，the hotel customer satisfaction would be less.， in contrast， the hotel customer expectation is very little， and then the hotel customer satisfaction would become comparative excessive.

Hotel service is the feeling service in some degree， so the ambience of the hotel as well as the servicers image， attitude and behavior would leave a serious impact to customers， it can compensate or enlarge the dissatisfaction of customers； Frankly speaking， hotel service is the high-level consume product， it should make the customers the service is valuable， the service should taken seriously. Frankly speaking， many customers have different life habit based on the different culture， or background. If the hotel wants to improve the customers satisfaction in order to obtain the customer loyalty， the general requirement as well as the individual requirement should not be ignored， especially the hotel customers from other countries.

So the hotel management should make any efforts to balance the hotel expectation and hotel customer satisfaction. At first， try the best to master the hotel customer expectation through the measures mentioned on the above paragraph， and then make the related arrangements aims to meet the hotel customer expectation， provide the luxury service to the hotel customers with higher social status such as luxury room or president suite face the sea； Secondly， take steps to improve the hotel service quality in order to satisfy the hotel customer requirement. The last opinion is also very important because the staff would serve the hotel customers directly， their behavior is on behalf of the hotel image， so the hotel management should arrange to hole the skill training to the staffs so as to provide the high-quality service to the hotel customers in order to obtain the complete satisfaction.

三、Conclusion

Customer is the basement for the company survival and development. So the customer satisfaction plays a very important role in the company strategy. The customer satisfaction linked closely with the customer expectation， excessive customer expectation usually leads to the lower customer satisfaction， and lower customer expectation would result in the better customer expectation. Thus it is very essential to master the customer expectation in order to meet the customer satisfaction completely.

Reference：

[1]Buckley，M and Chillarege，R. 2002， Discovering relationships between service and customer satisfaction NewYork Center Buckley and Ram Chillarege IBM Thomas J.Wastson Research Center， Yorktown heights

[2]Burgeson，C，D. 2002 America， Japan， and Europe-which areas have the edge in customer satisfaction and why， Boston， VLSI Research Incorporation

[3]Davis， P. A.； 2002， An approach to power supply market segmentation（or finding the common ground） Tucson， OmniCom， Incorporation