In the hospitality industry, customer feedback plays an important role in expanding services and making improvements to provide better services. This industry relies heavily on customers enjoying their services to the extent that they provide more and more business to a particular hotel by choosing them again and again and spreading good reviews in their community therefore, hotel services feedback forms are of utmost importance.
These forms serve as a communication between hotel management and their numerous guests sharing their experiences and suggestions thus, helping management in making improvements leading to generating revenue and providing excellent services.
Hotel service feedback forms are informal documents devised by hotel management and may vary from one hotel to another. These forms are similar to a questionnaire inquiring guests regarding their stay at the hotel and how much they enjoyed this experience. These forms serve as the most efficient tool for understanding customer experience and allow hotels to make changes accordingly.
Feedback forms are usually designed in-house and have the following key considerations,
- The form is simple and easily understandable to ensure that guests do not puzzle with vocabulary.
- The language of form is kept simple and basic to make it easier.
- Questions are designed to include qualitative as well as quantitative aspects of services provided.
- Providing clear options makes it easier for guests to rate their experience.
- Questions are arranged in a sequence from checking in to checking out.
- Guests are informed about the anonymity of these forms thus focusing on improving services through feedback. If guests wish to share their information, then it is their call.
- The form is usually kept short, including all questions of utmost importance for better services provided.
- Usually, the following types of questions are included in a feedback form for hotel services,
- Quality of room i.e. comfort, cleanliness, and amenities
- Experience at the hotel with staff, ambiance, and quality of services provided.
- Room for improvement
- Reference of the hotel to near and dear ones
All these above-mentioned points are considered while devising a feedback form to gain more knowledge about the services given by the hotel and how they can be improved further.
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Implementation
Gathering feedback information from guests is not easy because everyone has a business to attend to therefore, efforts should be made to ensure guests’ participation in filling out feedback forms after they check out of the hotel. Some key points for this implementation include,
- Offering feedback forms before they leave at the check-out desk as they can easily fill them while they wait for their check-out process to be completed.
- Offer discounts on the next stay or any other incentive for filling out the form.
- Keeping the form short and relevant implies it won’t take much time.
Importance
The feedback forms are considered crucial in the hospitality industry because of the following reasons,
- It helps management understand the guests’ needs and how they can be met by making changes to the services.
- Incidents and bad experiences of guests should be considered critically and amends must be done immediately.
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