First impressions count and a guest’s arrival experience very much influences the rest of the stay. By using cross-level comparisons, the group detected that the arrival experience at one of its resorts was systematically obtaining a lower score compared to the rest. After an in-depth analysis of the scores and reviews, and after evaluating the service standards, the areas for improvement were identified. The resort in question was one of the good performing in overall scores, it was through the disparity in scores compared to other resorts within the chain that Beachcomber was able to identify the difference in experience. This disparity was flagged and addressed by reviewing the guest journey to ensure that both arrival and departure experience was consistent in this property and in line with that of other properties.
Best Practices:
Monitoring the results of refurbishments and renovations
By monitoring guest feedback, properties can not only make more informed decisions on where to invest in renovation, but measure what effect the investment goes onto have on the business through the evolution of the key metrics.
At Beachcomber Resorts & Hotels, further to refurbishment works, online review departmental scores for rooms have increased. The group has been able to see that resorts Canonnier, Mauricia, and Paradis have had a substantial Index increase of the room departments post-refurbishment and renovation.
“We believe this increase is the combination of efforts from refurbishments of rooms, cleanliness and service improvements.”
-Jason Hardy, Head of Quality Assurance
