The effectiveness of guest feedback channels in hospitality industry : study of four and five star hotels in Cairo

Abstract EN

One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction through the proper handling of guests’ complaints.

Hotels seek out its customers opinions, both good and bad.

Guests’ comments can help define the areas of a hotel tliat need improvement, as well as point out the things a hotel does well.

Guest feedback channels help the hospitality managers to see through the eyes of their guests, and the information they can obtain from that perspective is main key to making hotel operation more successful through systematically collccting, analyzing, and disseminating guest feedback, Information about their ever-changing needs and wants as well as about any service failures that occur.

The guest fccdback system can be a very useful tool for hotel management.

The collected data are employed by hotels as a tool to enhance quality, locate quality problems, and develop improvement procedures.

This study aims to explore guests’ evaluations of guest feedback channels in Cairo hotels.

Data were collected from 248 hotel guests at twelve hotels in Cairo.

The results of this study provide hotel professionals with an assessment of current methods of measuring and managing customer satisfaction through analysis the relationships between guests’ feedback characteristics and their perceptions of the effectiveness of feedback channels.

The results could have important implications for hotels managers when they try to develop successful guest feedback systems for their respective hotels.

This study attempted to find out the current complaint-handling practices in of five star and four-star hotels in Cairo, Egypt The practices that affect guests’ satisfaction from hotel responses to guest complaints in two levels of hotel were compared.

The study findings have some significant implications to hotel management.

The study intended to assist hoteliers to develop an effective guest feedback system for their hotels in relation to their guest types, publicize the guest fccdback channels to their target customers, and provide training to their employees on how to handle guest feedback