Customer satisfaction is a common phenomenon in marketing and management practices not only in the hotel industry but also in other business ventures. This satisfaction is essential for corporate growth and continued sustainability of the business ventures. Customer satisfaction is inculcated in the customers by making them perceive that the quality of the products and services being offered are the best and satisfies them fully. Increased customer satisfaction translates to consumer loyalty and hence increased profits.

The hotels and restaurant industry have not been left behind in pursuing the highest levels of customer satisfaction. Both services and products offered in an ideal hotel or restaurant should be of the highest quality to ensure that customers’ needs are adequately attended to. With proper satisfaction to the customer, there is a high likelihood that the firm’s image is upheld. Positive reputation in the hotel industry is paramount to the success of the industry (Kapiki, 2012).

According to previous research in the hotel industry, there exists a positive correlation between the image of the hotel and customer satisfaction. The satisfaction of customers in this industry is determined through reception, housekeeping, prices, food and beverages. Every hotel should strive to ensure that these determining factors portray a positive picture of the organization. This is because positive image translates to the success of the business through increased profits and stock turnover.

Customer satisfaction has a direct relationship with customer loyalty, which is critical in the success of any business. As the saying goes that customers are always right, it is essential for the business management to ensure that customer’ needs are fully satisfied. Though it is difficult to satisfy all the customer’s needs, it is necessary for the hotel management to determine the most esteemed customers to the firm (Kapiki, 2012).

In order to sustain good and essential customer satisfaction, it is paramount for the hotel executives to gather the necessary information regarding the customers. This is extremely critical as it helps in determining the fundamental customers. Customer selection is an exceptionally vital step in ensuring that the needs of the most esteemed clients to the business are fully met. Issues such as buying influences, customer tastes and preferences are vital in ensuring that customer satisfaction is not compromised. The only source of this vital information is through mutual dialogue between the hoteliers and their clients. Management of every hotel should invest heavily in researches aimed at determining what should be done to improve customer satisfaction.

The hotel industry has been extremely dynamic in the recent past. This has been accelerated by the ever increasing demand for the hotel services and the dynamics offered by the advanced technology. The level of competition in this industry has also been very stiff which has prompted adoption of new trends that will help increase the customer satisfaction (Kapiki, 2012).

Hotels and restaurants have been a critical facility in the modern world. This is because essential services like food, beverages and accommodation are essential for thriving of the economy. Majority of people in the modern economy has significantly led significant evolution in the market. The evolving market in the hotel industry has prompted the players in this sector to embrace new strategies that will give them an upper hand in convincing the customers that they offer the best solutions to their needs.

One of the most notable trends is the expansion of the hotel industry. There has been a great expansion in both local and international markets. This increase in demand has led to the hotel industry to also increase the services to transport, hospitality and leisure. This increase in the number of services offered is not only beneficial to the firms which increase profitability, but it is also beneficial for the clients since they get better services.

The increased competition in this industry both locally and internationally has been the cause of the industry to have diversified services and products. This has also prompted high levels of differentiation to entice customers to the products they offer (Kapiki, 2012). Increased competition can lead to potential price wars which may significantly reduce the firms’ profitability. However, diversification of services and strict differentiation is essential in avoiding price wars thus limiting the damage associated with price wars.

The world is turning into a global village through the recent advances in technology. Hotel industry has also not been left behind in embracing the opportunities offered by the new technology. Use of technology is particularly essential as it helps serve the customers efficiently and faster. The effectiveness of the services offered will help increase the customer satisfaction hence improving the customer loyalty. Increased customer loyalty increases the profitability of the business as well (Kapiki, 2012).

Some of the technological oriented trends in the hotel industry include mobile-enabled front desk management, advertising through social media such as Facebook and twitter among others. Security measures are also critical to patrons in a hotel. In the recent past, terrorism has been a serious threat both in hotels and other places where masses are many (Kapiki, 2012). To avoid this, management in many hotels have opted to use electronic check-ins which guarantees the patrons of their security. These are among the many more trends in the hotel industry such as globalization which has given the industry a global face. Since the customers are critical to the business, it is essential for every business entity to ensure that customers’ interests are the priority of the business.

Reference

Kapiki, S. (2012).Customer satisfaction in the hotel industry. Current and Future Trends in Tourism and Hospitality, 2(1), 38-78.

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