Human Interaction is Still Relevant in Hospitality

2013.01.09-People-Shaking-Hands

Hotel guest satisfaction is at a seven year high according to a recent study published by J.D. Power.

One of the key findings of the study was that repeated interaction with the hotel staff might improve a guest’s experience. It’s interesting that human interaction seems to make such a difference when more and more people go about their daily life staring down at a smartphone as opposed to seeing the world around them.

Ramez Faza, senior manager of the global travel and hospitality practice at J.D. Power, commented on the importance of the “human element”.

“Hotels should never underestimate the power of the human element. Whether it’s assisting a guest with a special request or a friendly greeting from staff members in the hallway, the people aspect plays a key role in guest satisfaction and loyalty.”

The takeaway for hotels should be on making sure that their staff is friendly and helpful and provide a positive experience for guests; it also means that self check-in and increased automation of the hotel experience might not be such a good idea.

The study points out that other factors such as internet access and price make a difference in satisfaction too, but adding a warm smile or a genuine compliment seems to be the easiest way to make guests feel good about their stay.

How much of an impact does hotel staff have on your stay? Let us know in the comments below!

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