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Internal Environment

In: Business and Management

Submitted By lemonmier
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Guest information management
Guest comment cards
Guest comment cards are often found on dining room tables and in guest rooms or are handed to departing customers. They provide useful information and can provide insights into problem areas. For example, several negative comments on food would indicate a potential problem for a restaurant. If corrective action is taken and fewer negative comments are registered, the correction has been successful. A problem with guest comment cards is that they may not reflect the opinions of the majority of guests. Commonly, only about 1 to 2 percent of the people who are very angry or very pleased take the time to comment a card. Thus comment cards can be useful in spotting problem areas, but they are not a good indication of overall guest satisfaction. Also, if the distribution and control of comment cards is not well thought out, employees may selectively distribute comment cards to guests they feel will give a positive response. Employees may also discard negative comment cards if they have the opportunity to do so. Many companies have to card mailed to a corporate office to avoid this problem.

Mystery shoppers
Mystery shoppers are a $1.5 billion industry. Hospitality companies often hire disguised or mystery shoppers to pose as customers and report back on their experience. Mystery shoppers are used in all types of operations. McDonald’s uses a mystery shopping program to make sure their stores are performing to their standards. They post the results on the Web, making them accessible to local managers and corporate managers. A mystery shopper works best if there is a possibility for recognition and reward for good job performance. This is the concept of positive reinforcement. The most effective mystery shopping system provides the employees with a list of items the mystery shoppers will be checking. If employees feel...

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