Temas selectos de Ingles

Ariel Sotelo
A00756881

1) How can the Al-Munir Group make guest feel special and highly valued?

First, you must maintain an environment extremely respectful, helpful and friendly if the
staff is rude with the customers, they will feel angry and uncomfortable. Second, you
should show interest in the customers and provide anything that they need. Third, small
details like putting a chocolate on the pillow or giving a dinner in the hotel restaurant foster
a good relationship with customers.

2) What can the group do to a) reward loyal customers, and b) persuade guest who have
stayed once to return?
The best way to give thank the customer loyalty is save your money and makes them feel
special with special events. To retain new customers the hotel has to have a friendly,
attentive and helpful staff. The first impression is always important, because of that, the
facilities must be clean and tidy.

3) What can be done to make staff more motivated and customer-orientated in their
approach to their work?
To maintain the staff motivated, its recommended to several activities some days, also
before hire staff, they have to make some evaluations to really know if they are good
workers

4- What questions should the management be asking in order to gather information for an
accurate, up-to-date profile of each guest? For example: How did the guest find out about
the hotel?
I think that the management should be asked questions like: Do you like the service of us
Amenities? Did the staff attendance you with amiability and happiness? The management
also should be open a social network to listen the guest comments and work on it.

Temas selectos de Ingles

Ariel Sotelo
A00756881
5) How can the group maintain its relationship with guests once they have left its hotels?
With the guest consents, you will may contact by e-mail or Facebook and send information about
offers, hosting packages, tours, etc. Also, you could put a souvenir shop inside of hotel, so the client
would carry with him the name and address of the hotel, either on a keychain, a pen, a shirt, etc.
And improve the level of guests that return the hotel. Either promotes the hotel with brochures or
objects with the logo of the hotel when customers leave him.

6) What other action can the group take to improve customer loyalty, increase the average
scores in the next customer satisfaction survey and get back its four-star rating?
The Hotel should make a marketing campaign within installation, the information is very
low, and therefore the average is undermined. The next step is replacing the staff of the
hotel, when someone not makes the job efficiently, they persons should be replaced. The
state of the infrastructure is the obelisk of the firm; the installations should be cleaned
often.