NH Hotels Unveils Plans to Increase Guest Satisfaction

NH Hotels Unveils Plans to Increase Guest Satisfaction

NH Hotels will enhance guest satisfaction levels supported by technological innovation and web horizons via newly developed channels of customer communication created by the group’s Quality Department. New tools have been created to analyze and assess comments about the hotel chain online, including satisfaction surveys, calculating and analyzing online opinions, and in-depth studies made regularly by “mystery guests” who visit the hotels have all been implemented.

The website and the 2.0 networks are now well-entrenched areas for exchanging opinions regarding any product or service in particular for the hotel industry; and networks such as TripAdvisor, Booking, Atrapalo and many others have now gained a high level of credibility among the public. Quality Focus Online locates any comment posted about the hotels in the NH Hotels chain, records them and compares them with five direct competitors at the brand level, country level and hotel by hotel.

Thus, the hotel chain is able to gain accurate information in real time about what comments are being made about the hotel chain, be it on the Internet or on social networks, such as which services are most esteemed and which services are deemed to be unsatisfactory. The feedback is then collected and analyzed and can then find solutions for any issues raised.

The information, accessible in real time for all employees at head office and hotel managers, is analyzed every day by the Quality Department, processed and sent out to the departments involved in each service. The hotel chain has also established that management remuneration at its hotels shall depend on a variable of the monthly and historic results that are recorded every year by its Quality Focus Online tool.