Importance Of Guest Satisfaction In Hotel

Guest satisfaction is kind of importance measurement has been taken in the hospitality industry. Guest satisfaction is to meet customers’ needs and wants (Maslow's, 1943, 1954). When customer stay in hotel, their needs are room. After they meet their needs, they wish to get more facilities like swimming pool, gymnasium or butler service. So, hotel needs to response those needs and wants to increase guest satisfaction. Besides that, guest satisfaction is also based on their experience and perception which they had stayed in the hotel. Their experience will determine the service of the hotel if the hotel already meet the expectation, there is a chance to make them be the loyalty customer. In addition, hotel can be using guest satisfaction as a benchmarking to compare the current and past service performances (Robert D., Hospitality Marketing Management, p.61). Therefore, hotels could use this benchmarking to increase the guest satisfaction among the …show more content…
Today people like generation Y have the higher level of education than other generation so they have their own perception to judge hotel products and services according their demand and expectation. At the same time, hotel industry facing staff issue. From different generation, their expectation will keep increasing and changing therefore hotel face the problem to reach customers’ expectation. Also, normally guest complaint is about the services because hotel does not give staff well training and lead them do not have enough product knowledge. In Malaysia, the workforce has been found a shortage of skilled labour among a low level of human capital (Wong & Baum, 2006). Even though a lot of hotel school is open but the student who interest in hospitality and graduates in the career are decreasing (Zahari, Hanafiah, Othman, Jamaluddin & Zulkifly, 2010). Because they not willing take an entry level position and working for low