American Express commissioned an international study on market sentiment, trends and expectations
Europe's hotel and catering industry has an optimistic outlook. Hotel managers believe that customised services, in addition to good value for money, are today making an increasingly significant contribution to customer satisfaction. This is one of the findings of the "American Express Hospitality Monitor 2007", a survey of approximately 300 hotel and restaurant managers in Germany, France, the United Kingdom, Italy and Spain on sector trends and developments.
According to the survey, implemented by Loudhouse Research on behalf of American Express, the majority of hotel and restaurant managers believe that the key to customer satisfaction is attentive (77%) and friendly (71%) service. Sixty percent of participants also attach high importance to complying with individual customer requests. Hotel managers have recognized that they have to adapt their hotels' facilities -- especially multimedia services -- to the increasingly sophisticated requirements of their guest mix. State-of-the-art multimedia facilities are absolutely essential for satisfied and loyal hotel guests.
To this end, 52 percent of the hotels surveyed already provide WLAN access in public areas such as the lobby. In addition, hotel managers are upgrading room facilities by extending their in-room entertainment service (37%). Flat-screen TVs and an extensive feature-film programming list are now indispensable guest services. As a result, entertainment and communication platforms such as those developed by Acentic are an increasing factor in hotel guest satisfaction. This is an interesting finding for Acentic which has conscientiously studied the results of the Hospitality Monitor 2007. The Acentic iTV system solutions deliver both a comprehensive entertainment program and a platform for communication between the hotel and its guests. They also enable hotels to cater far more specifically to individual guest requirements and preferences.
The full text of the "American Express Hospitality Monitor 2007" study can be found at: http://feuring.typepad.com/feuring/2007/08/the-american-ex.html.
