New Study Examines Hospitality Employees’ Opinions of Guest Service

This press releases discusses the findings from a study examining hospitality employees' opinions of guest service.
By: Michael Savitt
Dec. 21, 2010 - PRLog -- Chicago, IL – December 21, 2010 – In the hospitality industry, quality guest service can mean the difference between a positive experience and an unhappy one.  A recent study conducted by HR Solutions, Inc., an International Human Capital Management Consulting Firm specializing in Employee Engagement and Exit Surveys, found that employees working in hotels, resorts and casinos truly recognize the importance of providing guests with quality service.

According to HR Solutions’ Hospitality Normative Database, which contains responses from more than 240,000 employees at nearly 300 organizations, 70 percent of employees who work in the hospitality industry believe members of their work group have the skills needed to provide the best guest service.  While 77 percent of hospitality employees said that their organization is committed to quality service, only 54 percent of hospitality employees feel that their organization’s administrative policies and practices promote the most effective guest service.

“Most hospitality organizations understand the importance of providing guests with exceptional service and are willing to go above and beyond to exceed guests’ expectations,” said Chris Dustin, Executive Vice President of Sales and Consulting at HR Solutions.  “For those organizations that do not provide such service, they run the risk of losing not only their valued guests but also their most Engaged employees.”

Sixty-six percent of hospitality employees think that employees of their organization show an attitude of genuinely caring about the customer.  Lack of concern for customers and their needs can be detrimental to the overall guest experience.  Many hospitality employees believe their competitors are providing guests with better service than their own organizations.  In fact, only 54 percent of such employees feel the quality of guest service at their organization is better than that of its competitors; however, 72 percent of employees who work in the hospitality industry believe that their organization tries hard to improve the quality of guest service it offers.  Interestingly, only 66 percent of hospitality employees would want to be a guest of their own organization.

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About HR Solutions, Inc.
HR Solutions is an International Human Capital Management Consulting Firm specializing in Employee Engagement and Exit Survey design, implementation, analysis and results. Headquartered in Chicago, Illinois, HR Solutions provides organizations with innovative products, proven strategies and actionable advice that translate into positive change for employees and customers. Since its founding in 1995, HR Solutions has been committed to helping its clients by Turning Data Into Action®. For more information, please visit

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Source:Michael Savitt
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Tags:Hospitality, Hotels, Resorts, Casinos, Guest Service, Customer Service, Employee Engagement, Engaged, Quality Service
Industry:Business, Entertainment, Human resources
Location:Chicago - Illinois - United States
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