Service quality from the guest’s perspective

About Course

The objective is to understand service quality from the perspective of the hotel guest and to act in a customer-oriented manner.
Course content:

Introduction: Objectives, target group, hotel trends, characteristics, quality elements in the hotel
Service quality hotel: first contact, reservation, arrival, check in/out, guest room, guest bathroom, services, staff
Concluding remarks, questionnaires/checklists, certificate

In the given content, you will learn about the following aspects of service quality:
1. Introduction:
The elements of service quality
Hotel trends: Current trends such as sustainable tourism and digitalization.
Characteristics of the hotel offer:
Basic characteristics of a successful hotel.
Quality elements: Important elements such as the quality of the service, the atmosphere, the value for money, the offer.
2. Quality of hotel service:
First contact: Meaning and design of the first contact with guests.
Reserve: Process and techniques for increasing reserves.
Arrival: Design a smooth arrival process.
Check-in/out: Best practices for efficient and hospitable check-in/out.
Rooms: design and maintenance of the rooms for maximum comfort.
Guest bathroom: Standards and expectations of cleanliness and equipment.
Services: Various services to enhance the guest experience.
Staff: Importance of having a well-trained and friendly staff.
3. Final consideration:
Questionnaires/checklists: These are used to review and improve the quality of service.
Certificate: Information about certificates that document hotel quality.
This content provides a comprehensive understanding of how to optimize service quality and run a hotel.