Customer satisfaction is a condition when a person needs and desires are fulfilled.
Need is something that is necessary for humans to live a healthy life.
Desires is the feeling that accompanies an unsatisfied state, something that someone hope or want.
Based on the above definition, the key to give customers satisfaction to the guests it is necessary for the management find out the needs and desires of customers who have been and will be staying at the hotel and fulfill them based on standard operating procedures.
If the conditions to meet the needs and desires are not in accordance with the standards of guest service provided by the company / institution, it will arise guest complaints, both complaints concerning the needs and desires of guests. To minimize guest complaints it is necessary to understand what is meant by excellent service.
Excellent service is the best service provided to the customers, both internal and external customers, which are based on excellent standards and procedures.
Excellent SERVICE are:
S = Smile to Everyone
E = Excellent in Everything We do
R = Reaching out to Every Guest with Hospitality
V = Viewing Everyone as a Special Guest (pay special attention to their needs and desires)
I = Inviting Guests to Return Again (Do what you can to make the guests to come back again)
C = Creating a Warm Atmosphere (Make the customers feel comfortable)
E = Eye Contact to Show That We Care (warm eye contact: do it occasionally, sparingly, warmly)
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