Forum for People Performance Management and Measurement - Hotel Study Forum for People Performance Management and Measur | Page 4

The details of each of the value drivers are:
Driver #1: Fast & Efficient Check-In
This Driver represents the impact of the first impression the
customer has about the service and value the hotel provides.
The check-in experience puts a mark on the customer’s overall
perception of the brand and service.
Driver #2: Tries to Satisfy Customers
The main purpose of Driver #2 is to transform Customer
Satisfaction into Customer Loyalty. This represents an
extremely welcoming and helpful staff that provides constant
attention and is always available to assist the customers. The
ambiance is also critical to create a welcoming feeling, which a
customer always remembers and associates with a certain
brand.
Driver #3: Options & Amenities
Driver # 3 concentrates on constantly providing customers with
information on hotel incentives, like special offers or amenities.
For a best result, the staff has to be extremely well informed
and always confirming that the customers are aware of what
the hotel offers.
Driver #4: Strives for Precision
When it comes to precision, a hotel aims to impress the
customers by not allowing any little flaws. Giving the customer
the expected service, assistance or information produces a
sense of reliability and responsibility and affects the
customer’s overall perception of the hotel.