Why we have standards

Description

Free E-journal

Why we have standards

Standards & Our Guests

Standards are made and set up to establish a rule or model for the measure of quality or model for the measure of quality and value.

Why we have standards:

• Consistency

• Quality control

• Management tool

• Training tool

• Describes the service philosophy and values of the hotel

• The vision is communicated to guests and employees

• Considers guest expectations

• To ensure that the customer comes first

Why :                                                  To ensure guest satisfaction

Who is ensuring your salary?      The Guest

Dissatisfied Guests:

• For every 100 customers who complain, 26 others are silent. We hear from only 1 out of 27.

• Of those who have cause to complain, 91% will never return if nothing is done to resolve the problem.

• Each customer who has a complaint, will tell 8-16 other people.

• 82 – 95% of the customers who have a complaint will return if something is done immediately to resolve it.

• It costs 5 times more to attract a new customer than to keep an existing one.