“The magic begins with you.” That’s how Disney’s iconic customer service manual begins. And frankly, nothing short of magic will impress tech-savvy guests who are ready to post a review at a moment’s notice.
NB: This is an article from Canary Technologies
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Reviews pack a powerful punch – they don’t just capture past guest experiences, they shape future ones. They’re a glimpse into what’s happened and a major factor in whether future guests decide to book (or walk away). This guide breaks down how to evaluate guest ratings, make service improvements and more so you can turn feedback into your hotel’s biggest advantage.
How to Measure the Guest Experience
Let’s be honest. Guest experience management can be elusive when you don’t know how to measure it. Without the right data, hotels are left guessing what their guests want instead of knowing what will wow.
The good news is that hotels can measure guest experience through a mix of sources:
- Directly from guests: Surveys, feedback forms and direct conversations provide first-hand insights.
- Simulated experiences: Mystery shopping helps hotels see the way their service is perceived through a guest’s eyes.
- Operational data: Booking patterns, service response times and internal analytics from your PMS reveal trends and opportunities.
- Public feedback: Online reviews on Google, Tripadvisor, and social media shape future guest decisions.
Tracking the guest experience is essential for improving hotel operations. Here’s how it helps:
- Identify service gaps and address them before they affect online ratings.
- Gain insights by reviewing the guest experience from multiple perspectives.
- Move from guessing to knowing, and from reacting to proactively improving.
Collecting feedback is just the first step. Now, it’s time to make sense of it.
Key Guest Experience Measurement Metrics
Just like a chef doesn’t rely on a single taste test to perfect a dish, hotels need the right mix of metrics to truly understand guests sentiment. The right metrics turn raw feedback into clear, actionable insights so you can track service performance and pinpoint areas for improvement. Here are the core guest experience metrics every hotel should track.
Guest Feedback
Before you look anywhere else, look to what your guests have to say. It happens every day: a guest quietly drops off their room key, but leaves a scathing online review about a room issue you were unaware of.
Every interaction, survey response or comment is a goldmine of insights. These moments reveal what’s working well and highlight areas for improvement from the moment a booking occurs to checkout and beyond.
Read the full article at Canary Technologies
Niki Van den Broeck – Manager of Busi...
