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Because your opinion matters
Calafate [RH] launched an integral guest satisfaction program.details +
Because your opinion matters
Under the motto the hotel chain Rochester Hotels has -"listen to our guests"- the company has set a comprehensive program including different tools. This allows the hotel company to assess and rate the experience of each guest and to determine the areas to be improved in order to exceed the expectations of the most exigent guests day after day.
Many are the tools that integrate the program. One of said tools is the online survey: an emailing containing a survey sent to each guest after the stay in order to evaluate individually all the hotel areas. THe high rate of responded surveys guests send back to Rochester Hotels make it possible to the hotel chain to analyze results on a weekly basis.
Moreover, the online comments and suggestions section of Rochester Hotels website allows guests to rate the offered services making a comment or a suggestion.
The onsite surveys are carried out while guests are in house using a survey that includes en evaluation of all hotel areas. At the same time, onsite suggestions give guests the opportunity to detail their suggestions, pouting out those issues they consider necessary.
Finally, the suggestions box give guests the chance to send Rochester Hotels their comments anonymously. All these comments, congratulations, suggestions and or improvements to be done are read by the management of the company in order to evaluate each case individually.
Rochester Hotels also oversees all websites where guests post their experiences at our hotels. Depending on the case, guests are contacted to thank them for their comments or to clarify any situation by our management
Mystery shoppers are also carried out at Rochester Hotels in order to check that procedures match the established standards for each area. Telephone calls, emails and mystery guests staying at all the hotels the company has are part of the pillars used at Rochester Hotels to guarantee guest satisfaction.
Thanks to all this work that is done day after day, Rochester Hotels is proud to have a constant 95% occupancy level -which has been also the result during the last years- and a management focused and based on guest satisfaction. 90% of the results of the surveys are positive showing the high satisfaction level of the guests who stay at Rochester Hotels.
¡Excellent!
92% of our guests qualify us positively.
