以五星级酒店为例，将反馈作为管理酒店服务变化的工具

Gostinichnoe delo (Hotel Business) Pub Date : 2022-09-30 DOI:10.33920/igt-2-2209-04

S. A. Gurov

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引用次数: 0

摘要

本文论述了饭店服务质量的评价问题。关注消费者忠诚指数(NPS)和客人满意指数(CSI)。利用这些指标的计算，对Mriya度假酒店2021-2022年的反馈管理服务项目进行了分析。给出了该算法，并对其推广提出了建议。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Feedback as a tool to manage change in hotel service on the example of a five-star hotel

The article deals with the problems of assessing the quality of hotel services. Attention is paid to the consumer loyalty index (NPS) and the guest satisfaction index (CSI). Using the calculation of these indices, an analysis was made of the Feedback Management Service project at the Mriya Resort & SPA hotel in 2021–2022. The algorithm is shown and proposals for its promotion are made.

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Gostinichnoe delo (Hotel Business)

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