Hotel guests have become accustomed to facilities that were once deemed to be luxurious. These include complimentary breakfast, free Wi-Fi and first-rate bed linens. There are fears that the hospitality sector might soon reach a customer satisfaction peak. This is according to J.D Power’s 2016 North America Hotel Guest Satisfaction Index Study. Every year, the study measures the general satisfaction level of hotel guests.
Seven key indicators are used to determine the satisfaction rate. These are hotel facilities, cost & fees, food & beverage, check-in and check-out, guest room and reservation. The level of satisfaction is calculated based on a thousand-point gauge. Despite the fact that satisfaction has been improving, the percentage of improvement has drastically fallen. In 2016 for instance, the percentage stands at one percent. Customer response has been overwhelming, a situation that has made hitherto luxurious facilities to become standard.
Rick Garlick who is an expert in hospitality issues, argues that hotel guests are no longer seeing any added value in the amenities that most hotels currently offer. The only solution to this stalemate is differentiating brands through the development of a strong hotel service culture. This will make guests to feel special once more. Middle-level hotels ought to learn from luxury hotels, which continue to post high satisfaction indices. These hotels have continued to provide clients with additional value.
Important Notes about Terry Baltes
Mr. Baltes is the founder and proprietor of Baltes Commercial Realty Ltd. This real estate firm was started in 1977 to market residential, industrial and commercial properties in the Mid-West. The Ohio based company has sold property worth 4 billion dollars, making it one of the most successful real estate companies in the US. Terry is a respected personality in the real estate market. He mainly serves clients in Ohio, Kansas and Indiana.
Under Terry’s leadership, the firm recently made inroads into Louisiana and West Virginia. The aggressive and ambitious expansion plan that it has adopted is a manifestation of Mr. Baltes’s proactive approach to business. Terry attended the Ohio State University, where he graduated with a degree in finance, marketing and real estate. He acknowledges that Baltes Commercial Realty Ltd has been successful because of his ability to take challenges head-on.