Forum for People Performance Management and Measurement - Hotel Study Forum for People Performance Management and Measur | Page 8

Customer Assessment
140
120
116
95
93
100
108
106
103 105
103
111
98
105
98
80
60
40
20
0
Fast & Efficient
Check-In = 35%
Tries To Satisty
Customers = 28%
Ideal Hotel
Options & Amenities
= 20%
Studied Hotel
Strives For Precision
= 17%
Competing Hotel
Value Driver #2: Tries to Satisfy is the most important for
developing the relationship between the hotel brand and its
customers. Based on these results, we would expect that
perceptions represented by Tries to Satisfy are the strongest
predictors of customer spending behavior. (A later section will
explore this.)
However, from the employee perspective, there is little difference
between the major hotel and its competitor on Value Driver # 2:
Tries to Satisfy and Value Driver # 4: Strives for Precision as
shown below:
Employee Assessment
110
105
105
100
100
95
100
100
100
100
95
90
90
85
80
Fast & Efficient
Check-In = 36%
Tries To Satisty
Customers = 31%
Employee of Studied Hotel
Options & Amenities
= 26%
Strives For Precision
=7%
Employee of Competing Hotel
The biggest index differences between the two hotels from the
employee perspective are on Value Driver #1: Fast & Efficient
Check-In and Value Driver #3: Options and Amenities, both with
an index difference of 10. The fact that employees see their hotel,
relative to the major competing hotel, differently than customers is