Introduction
This report provides credible information pertaining to customer satisfaction that remains a key element that institutions with strong performance orientation should uphold. This is important since customers are major stakeholders who define the level of performance in terms of product turnover and profitability in various institutions. Their role is critical in ensuring the achievement of institutional objectives.
As contained in the report, corporations are currently refocusing their potential in producing quality services and products with an aim of meeting the varying needs of consumers. Indeed, institutions are developing viable operating strategies to foster customer attraction and retention. This is evident in various sectors especially in the hotel industry that is characterized by stiff competition. Institutions that operate in the sector emphasize on customer satisfaction as a competitive strategy.
Customer satisfaction in hotels and restaurants
As indicated by Hill & Jim (279), customer satisfaction is a key performance driver in the hospitality industry. This explains why most institutions that provide hotel or restaurant services are focusing on providing quality services to consumers. They are keen to providing customized services to consumers in an efficient and timely manner. This helps in attracting and retaining consumers in the sector that has been facing serious challenges that have resulted into stiff competition (Hill & Jim 279).
Operators in the industry cite hygiene, affordability, quality of service delivery, aromatic meals and variety of food items as influential elements that affect decision making of consumers. They assert that any institution that seeks to record success in the industry must perform credible research to ascertain customer needs and provide quality services that match the needs with limited complications.
Firstly, they must ensure that services are provided under absolute hygiene conditions to guarantee health safety of consumers. That is food items must be prepared under high level of hygiene conditions and in a clean environment. This is essential in preventing attraction of various diseases by customers due to poor health standards.
Quality service delivery is also a fundamental element that drives performance in the hotel industry. Hotels and restaurants should ensure that all aspects of quality that entail timely service delivery, excellent product packaging and taste of food are administered effectively (Hill & Jim 279).
This should be done to guarantee customer satisfaction by ensuring prompt service delivery. Consequently, affordability of food stuff is essential for consumers. This is evident since consumers require quality service delivery at an affordable cost. The cost should be favorable to ensure that consumers are served effectively irrespective of their economic status.
As noted by Novikova (1) achieving high level of performance in the hotel industry is dependent on how well an institution manages its operations. For instance, institutions should provide quality products that are tailor made to meet consumer needs under innovative ideals. They should also adopt conventional operating techniques that foster creativity and effective communication.
This explains why innovation, creativity and effective communication are key elements that are crucial in ensuring timely, fair and quality service delivery in the sector. Evidently, gaining competitiveness in hotel industry requires immense creativity. This is vital in facilitating the development of favorable food menu, prices and quality food content that meet consumer expectations (Novikova 3).
Conclusion
It is imperative to conclude that the provision of satisfactory services to customers in hotel industry requires adherence to consumer needs. This is vital in ensuring the provision of timely services, affordable, quality, well packaged and prepared food items that guarantee consumers’ high value.
Works Cited
Hill, Nigel & Jim, Alexander. The Handbook of Customer Satisfaction and Loyalty Measurement. Aldershot, Hampshire, England: Gower, 2006. Print.
Novikova, Ksenia. A Study of Customer Satisfaction Factors and Employee Satisfaction in the Hospitality Industry. London: Gower, 2009. Print.