Hotel Questionnaire – Tips & Guidelines

Hotels just pop up like clockwork. Every single day, thousands of guests check in the nearest, or the most reputable, or the most budget-friendly or the even a hidden hotel wherein nobody has heard of the place before yet it offers one of the best and most exquisite service known to a guest.

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But what makes for a great stay at a certain resort? Is it the food that they serve? Is it the amenities in that certain resort? Is it the friendly service that makes up for a good hotel? There are at least 8 characteristics that make up a good hotel (and no, it’s just not about the exterior design and the comfortable beds). You may also see what is a questionnaire?

Qualities of a Good Hotel

1. Attentive, Discreet and Consistent Service

Quality and consistency of service is the number one differentiator between a good hotel and a bad one. Unlike BPO companies, the hotel industry does not really have employee turnover since the level of responsibility and the stress is sort of manageable. But what makes the hotel industry different from ordinary restaurants or coffee shops is perhaps the duration from the guests themselves.

The hotel personnel can be divided into many sections such as: the front liners, dining and banquet, the production team, housekeeping, the IT team, and the maintenance team. But even though it is the front-liners who handle most of the guest-related tasks and responsibilities, each team also has an obligation to try and do their best to accommodate and stay courteous to the guest in the best way they know how. They say that the best way that guests can truly know and experience the 5-star treatment is that their needs are already catered to even before they say it. You may also see what is a survey questionnaire?

But consistency is a must. If a reputable hotel brand say Resorts World, does not show the same hospitable service in certain countries but do in others, then it does not deserve the title of a 5-star brand.

2. Personalization

Do you know what makes Starbucks one of the most famous coffee brands today? Aside from their coffee-based drinks of course (which taste superb and divine by the way), it is the way they are able to remember their regular customers and their drink preferences. And take note that some of them are very picky.

Some of them have a reduce their sugar to a certain amount, some of them choose soy milk over the regular one, some of them prefer more chocolate syrup in their drinks or chocolate chips. Get to know them after a while and you know what to prepare for them even before they order it. In the same way, quality hotels try to learn the needs and concerns of every guest they meet so that they can be better prepared the next time he or she or they return to the premises. You may also like research questionnaire examples & samples.

3. Bedding

Who does not like to sleep? Other than nocturnal people or people who like to party hard. After all, a hotel is not a hotel without a bed. People need their beauty sleep just as they need food to replenish their bodies after a long and exhausting day. You may think that mattress hunting is easy, but truth be told, it’s not. It is actually harder than it looks. Comfort is absolutely important to a guest. If a guest is not comfortable with his stay or his sleep, then that is going to be a big problem. You may also check out assessment questionnaire examples.

4. Complimentary House Car and VIP Transfer Services

To be recognized as a respectable hotel, you need to have the best indoor services which include transfers from place to place. Why would you hail a cab when you have their own carpool service that you paid for? You might as well enjoy it, right?

5. Kids’ Amenities

Some wise words from the one and only Mr. Krabs from “Spongebob Squarepants”: Cater to the kids and the parents will follow. Parents have this mindset of letting the kids enjoy their stay as well. Which means not only by feeding them or letting them sleep, but also letting them have fun- even if it needs to have some sort of extra fee. If you think that your hotel would be able to cater to the kids wants and needs (e.g. setting up an XBox with games, obtaining a playhouse or a bouncehouse), then there’s absolutely no problem. You might be interested in student questionnaire examples.

6. Food and Drink Quality

Good mornings are always best with good food and a nice hot cup of joe. You paid this much just to sleep in one of their rooms, you might as well get your money’s worth all the same in terms of food. Do you know what a Michellin Star is? This is the highest form of recognition that a restaurant can get. Just getting a single star alone can change the fate of that said restaurant forever. You may also see how to prepare a questionnaire.

Getting 1 Michellin star means that it is considered a very good restaurant in its own category; while getting 2 Michellin Stars means that the restaurant has excellent cooking and is definitely worth the detour, and obtaining all 3 stars means that the restaurant serves exceptional cuisine and is definitely worth a special journey.

Compromises for food and drink quality is forbidden in all 5-star restaurants which means that chefs and waiters have to do their best to consistently meet the customers’ expectations. If it says fresh orange juice, then by all means it has to be fresh. No substitutes can be accepted. You may also like survey questionnaire examples.

7. In-Room Espresso

Good hotels would often have their own coffee makers so that guests would not have to go down just to drink a nice cup of joe. Technology has been innovated and improved to a point wherein cafe-style coffee in an instant is already possible.

8. Bath Amenities

And it’s not just about whether the room is equipped with a shower or a bathtub, it is about the kind of shampoo, soap or even the cloth of the towel that the hotel uses. What you would expect from a good hotel would be nothing less but the best brands. You may also check out evaluation questionnaire examples & samples.

Sample Hotel Questionnaire

Dear Valued guest,

Good day! Thank you for taking the time to give us your feedback on your experience at The Shangri-la. The following questions will help us ensure our hotels and service are designed with your comfort and needs in mind.
Firstly, can you tell us about your stay?

1. What was the reason for your trip?
(You can select more than one option)

  • For business
  • Seminars and conferences
  • Attending a local event
  • Visiting family or friends
  • Holiday

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2. Who did you travel with?
(You can select more than one option)

  • Alone
  • Work colleague(s)
  • Partner or spouse
  • Family with children
  • Friends
  • Other family members
  • Other (please state)
    If other

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3. Why did you choose this particular hotel?

4. How did you book your visit?

5. Do you have any feedback for us about finding and booking this hotel?

6. Is there anything that would have improved your sleep?

  • Less outside noise at night
  • Different pillows (please describe)
  • Different bedding (please describe)
  • Darker room
  • Quieter air conditioning
  • Nothing, I had a great sleep
  • Not anything you can control
  • Other

Any other comments or suggestions about how you slept?

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7. If you came to our hotel for a business trip, is there anything we could do to improve your working experience?

  • I was not working
  • Different in-room work facilities (please describe)
  • Better broadband (please describe)
  • Better meeting spaces in the Hotel
  • Better business services
  • More taxis
  • Other (please state)

Any other comments or suggestions about working?

8. Do you have any feedback for us on our food & beverage service?

  • In-room dining?
  • Restaurant dining?
  • Breakfast?
  • Any items you would like to see on the menu?

Do you have any dietary needs?

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9. If you traveled with children, did the facilities meet your and their needs? How? If not, how can we improve?

10. Should there be another Shangri-la Hotel or any Shangri-la affiliated hotel near you in your next destination, would you choose it above others?

  • Definitely not
  • Only if it were the cheapest
  • Yes, if it was the same price as other comparable hotels
  • Absolutely

11. On a scale of 1 to 10 how satisfied were you with your stay?
(1 being very unsatisfied, 10 being extremely satisfied)

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On a scale of 1 to 10 how satisfied were you with your stay (1 being very unsatisfied, 10 being extremely satisfied)?

12. On a scale of 1 to 10, how likely is it you would recommend this hotel to family or friends?
(1 being not likely at all, 10 being absolutely likely)

We hope you found this article informative as well as helpful when you will be writing your own hotel questionnaire. We also included content on what composes a quality and respectable hotel if you want to set-up your own hotel in the future.

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