Hotel industry is one such industry that thrives against all odds. The basic need for mankind to survive is the heartbeat of this industry. The hospitality sector, travel & tourism, and hotel industry have witnessed fast growth in recent years. Hospitality is about serving the guests to provide them with a “feel-good-effect”.
Hotel operators have to invest a huge amount of resources to run the hotel and satisfy the customers visiting the hotel. Most of us have grown up listening to these stories as children do believe in the philosophy of “atithi devo bhava”, meaning “the guest is god.” from this stems the indian approach of graciousness towards guests at home, and in all social situations. As customer satisfaction constitutes a critical barometer for assessing hotel performance, an in-depth appreciation of the factors contributing to both satisfied and dissatisfied customers is paramount to hotel management. If the customer is pleased with the hotel’s services, he goes out and tells other people about the hotel. Which increases the chances of increasing the customer in that hotel. Therefore it becomes necessary for a hotel to take their feedback from the guests visiting their hotel.
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