Six Tools for Measuring Service Performance By Jesse Boles, Executive Director of Operations, 
FreemanGroup, January 2012
With so many measurement tools on the market, it can be difficult to determine which ones are the right solutions for your hotel or property. How do you know which ones you need? How can you combine them in order to get a well-rounded view of the guest experience you’re delivering?
In my experience, there are six measurement tools that, when implemented properly, can generate a truly 360-degree view of performance. Below is some information that will help you navigate through your best measurement options and come up with the measurement plan that best suits your organization.
1. Guest Comment Surveys
Guest comment surveys are the most common, and probably most important, measurement tools that a hotelier can employ. The three big picture questions that all guest comment surveys should ask are:
• As a paying guest, do you feel you got a good value for your money?
• How satisfied were you with your experience at our hotel?
• What is the likelihood you will return to our hotel and recommend it to others? Where are you from?
i would re-post it!
It appears so. Great stuff by the way!
It definitely seems so. Great stuff by the way!
Hi, this is a neat post. Sincerely enjoyed reading this. See ya