While room rates are a major focus for trip planners, recent studies by Harvard Business publishing present something more fascinating: guest satisfaction is a large contributor to guests’ decision to book a hotel or not, regardless of the room rate. Guests are likely to return to their favorite hotel despite the rates at a given time. The study shows:
- 65% of customers want “knowledgeable employees” that can answer questions without seeking someone else, putting them on hold, or transferring to another staff member.
- 62% seek to be treated like a “valued customer.”
- 54% want to see staff demonstrated a “desire to meet their needs.”
Radisson Hotel Orlando-Lake Buena Vista, located close to Disney attractions, have accommodated guests from 115 countries, and they have proved to have done well with them. GM Atif Nabi explains, “Great customer service is priority one from the moment we welcome our guests into our hotel.” He adds it is the goal of the team to exceed all expectations for every stay, to create a memorable experience regardless of the occasion of the visit.
This attitude toward customer service surely plays a large role in why the hotel was ranked #1 out of 390 Orlando hotels on tripadvisor.com.
