How to improve satisfaction and  loyalty in Vistamar Hotel Spain

Rostami, Maryam Hosseinian

http://hdl.handle.net/10400.1/12207

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Authors

Rostami, Maryam Hosseinian

Advisor(s)

Mendes, Júlio

Abstract(s)

This work is included two parts: 1. Some theoretical points about satisfaction and loyalty and the relation between them. 2. The practical internship aspects and observing the problems in this hotel and how managing them. I have done my internship mainly in the reception and accounting department of Vistamar hotel apartment for three months. The hotel is a part of Entree hotel chain which is centralized in Germany. The chain is included some three and four stars hotels in Germany and Spain. The internship objective was to know how improving satisfaction and loyalty of guests in the hotel and finding the relation between them in Vistamar hotel. I had no plan to work in accounting department but practically I worked there during my internship. At first, I thought that maybe this department has no relation with customer satisfaction, but along the time that I worked there I could understand and find the relation not only on customer satisfaction but also on employee's satisfaction in all departments of the hotel. Another part of the work is focused on customer satisfaction and loyalty in the hotel industry. First of all, there are some specifications and features of the satisfaction and loyalty theoretically and then the elements which influence on them and the relation between them and finally the ways of how improving and increasing satisfaction and loyalty in this hotel. To find the level of customer satisfaction and loyalty in this hotel, daily observation in front desk department which is the most important place to reflect the complaints of the guests and the reviewers' comments on TripAdvisor travel website have been considered as the basis of the work.