Forum for People Performance Management and Measurement - Hotel Study Forum for People Performance Management and Measur | Page 11

Among the four value drivers, Tries to Satisfy is the only one with a significantly different mean index among the top 20% versus the bottom 80% of customers in spending per visit. Result 3: Number of Visits and Number of Nights Number of visits and number of nights were not affected by any of the four drivers. Conclusion The key take-away for the major hotel is that Tries to Satisfy is a key driver of the total amount of money customers spend over time and the amount of money guests spend per visit. Enhancements in this psychological dimension translate directly into increased spending and hotel performance. This conclusion shows that employee behaviors, viewed from the customer perspective, have a direct and positive impact on how much money customers spend. Enhancements in Tries to Satisfy (primarily making customers feel welcome and satisfying their needs) translate directly into increased spending by customers. For more information contact: Doug Press President, The Incentive Group [email protected]