Out of the box Hotel should improve their feedback system
Most hotels leave a feedback form for their guests to complete and give feedback about their stay.

Here are some suggestions on how to improve the feedback forms.

a) Simplify the feedback form by reducing the number of questions and allow the guest to provide an open ended feedback. If there is need for further information, it could be provided by a follow up call or e-mail.

b) Give an acknowledgement or reply to the feedback. Most hotels hardly do so.

c) Use your database to search for first time guests, second time guests and regular guests (e.g. those who visit more than 3 times in a year) and send an email or SMS to get them to respond to a few questions that are specific to their situation.

It is strange that the international hotel chains do not use database analytics and modern technology effectively.

Tan Kin Lian
 

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