Hospitality and Restaurant Industry
Hospitality and Restaurant Industry
In today’s competitive hospitality industry, the difference between a good hotel or restaurant and a great one is determined
by the level of customer satisfaction a property provides its guests.
Nothing says People are traveling more for business and leisure than ever. This ever-growing demand for travel accommodations has
resulted in billions of dollars being pumped into upgrading existing hotels and building new ones to accommodate the
“Quality” more in increased demand.
this industry than
attention to detail
Despite all the new amenities and increased services, customer satisfaction with the hotel industry continues to drop--5.3%
and personalized over the past year according to The University of Michigan’s Customer Satisfaction Index. However, some major hotels such
customer service as Marriott, Hyatt, Hilton and Starwood continue to score well above the industry average.
before, during and Therefore, WRS has made it top priority for our clients to become top performers in the area.
after a guest’s Not only does the WRS Customer Satisfaction Index help our clients achieve their goals in revolutionizing the way their
visit. business relates to its customers, we have also developed a three part system that customer satisfaction is best served and
That initial hotel Choice
experience will Throughout our research we realize why your customers make the choices they do. However, this does not mean they will
continue to choose your property or restaurant over others. WRS recognizes this and assist in helping their clients stay
ahead of the competition particularly in the market that pertains mostly to you.
or not a guest will
Our research can assist in answering the following questions:
make a return
How do you prioritize marketing initiatives to achieve maximum return on your investment?
visit. After all, •
• Is your brand positioning optimal?
developing a • How and why do customers choose you?
is not given a Few hotels can offer something to remember when a customer leaves. If they do remember something it is hardly ever
second chance. something good. That is why Wilson Research Strategies services can help optimize a pleasurable experience of every
guest. Wilson Research Strategies can answer the following issues in regards to branding and customer experience.
• Are brand promises aligned with customer expectations?
• Are operational standards aligned to deliver the brand promise?
• How can I engage employees to deliver the brand promise?
Customer Loyalty is something critical to the constant financial success of a property. Loyalty is best understood once all
aspects are considered. From price, product, to service, all play a significant role in establishing the very importance of
customer loyalty. WRS, through its in-depth and intellectual research, will assist in developing an accurate picture of
Some of the questions we help answer include:
• Who are your best customers and what drives their choices?
• How do you successfully integrate the voice of the customer into your loyalty program?
• What marketing messages should you target to which customers and when?
WRS Approach to Hospitality Industry Research
As the hospitality industry continues to grow, so has the competition between chain and independent hotels and restaurants
for guests. At WRS we specialize in the kind of market research designed to let you know specifically what will satisfy your
guests. That information will provide your property the edge needed to stay ahead of the competition.
Our collective experience in qualitative and quantitative market research will identify what your guests want and help you
develop programs to provide those services. Following is a list of areas Wilson Research Strategies can best assist your
property or restaurant and help find solutions.
• Property Recognition • Management
• Structural and Design Appeal • Economic Performance
• Strategic Positioning amongst competitors • Customer Satisfaction