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"The role of clear communication and guest involvement cannot be understated"

Enhancing Guest Awareness of Sustainability Efforts in the Hotel Sector

Background

Within the competitive sphere of the hospitality industry, a distinguished hotel chain has been actively engaging in environmental sustainability initiatives. Despite these commendable efforts, the hotel faces a recurring challenge: a significant gap between the guests' experiences and their awareness of the hotel's sustainability efforts.

Issue Identification

The General Manager of a hotel, part of a global chain, noticed a paradox. While guest feedback on customer service, value for money, and overall quality was overwhelmingly positive, satisfaction scores specifically concerning the hotel's sustainability efforts were not as impressive. This insight was gleaned from customer surveys sent to guests after their stay, which included queries about the hotel’s green practices.

 

Case Study

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