The Impact of Guest Satisfaction

Hospitality and guest satisfaction is a people business. Above all, it’s about people serving people, which equates to guest satisfaction. Therefore, if guest search reviews and ratings for your establishment are less than positive, you could see a decline in registrations and a decrease in your bottom line before you can say, “TripAdvisor”.

Most hotel guests expect a certain level of customer service and performance from the accommodations industry. For example, when they request simple amenities like a towel, extra shampoo, or a warm exchange of pleasantries, like “hello” in the hallway, they expect to receive what they have requested within a reasonable amount of time, and they expect an appropriate greeting in return. subsequently, guests settle for an awkward stare or a confused smile. A solid language and culture training program could quickly alleviate these encounters.

The Affecting Roles of Guest Satisfaction

Firstly, according to the U.S. Bureau of Labor Statistics, there are more than one million job openings in accommodations and food service. Secondley, in 2015, foreign-born workers were more likely than native-born workers to fill these positions. The following service job positions are where non-native English-speakers are often employed; natural resources, hospitality, construction, maintenance, production, transportation, and material moving occupations.

Currently, the U.S. jobless rate is the lowest it’s been since 1969, even though the economy added a lower-than-expected 134,000 jobs. At the same time, good labor is expensive and getting more and more difficult to find.

Combating Labor Shortages

According to Ken Greene, president of the Americas for Radisson Hotel Group, “the best way to combat labor expenses is you hire the right people and you keep them.  Getting the right culture in place is how it’s done.” Greene said. “If you do that, you’ve got happy employees that are more willing to stay with you. And, they’re more willing to help you recruit.”

Mark Tiedemann, CEO at MWT Architect, said the labor shortage is affecting roles such as housekeeping inside the hotel, and roles outside, such as construction. “Unfortunately we’re pushing the people that we want in the country out. Then, we have a shortage of labor in the construction industries. We don’t have a younger generation actually moving into those roles. The next generation doesn’t want to carry concrete cement bags over to the job site. They don’t want to carry blocks or dig ditches or holes, and that’s what we really need.”

Meeting and Exceeding Guest Satisfaction

OTO Development CEO and Founder Corry Oakes said he’s seen payroll expenses across his company’s portfolio increase in the past several years, and RevPAR growth hasn’t kept pace…there’s room to craft a more personalized experience for each guest.

Other developers agree that the process of creating top-notch establishments that can withstand an economic downturn with whom hoteliers will want to partner revolves around how well hoteliers serve their guests and offer customer service/language training for their employees.

The Results of Guest Satisfaction

Therefore, when the accommodations and services industry neglects to invest in the proper training and development of their employees, not only will their employees suffer, but another critical asset (customers) will also feel the impact. In addition, customers aren’t as likely to stick around as long as employees. And, they are more likely to share their bad experiences with prospective guests in search of the very service hotels are attempting to offer, but are falling drastically short.

Getting your non-native English-speakers the proper language and cultural training is critical. It increases your employee retention and engagement rates and adds to the value proposition and expectations of your guests. Satisfied guests let others know where they can enjoy the same experience. It is in your best interest to ensure that the guest’s review is a positive reflection of your establishment.

About LTC Language Solutions:

LTC Language Solutions is a full-service language company providing state-of-the-art language solutions for local and national companies, organizations, government agencies, and individuals since 1993. We provide language training, cross-cultural training, interpretation, translation, repatriation, language assessments, interpreter and people skills training. The company has gained a reputation for high-quality, customized services provided through long-term relationships, having some of the same clients for over 25 years.

For more information contact us.

Resources:

http://hotelnewsnow.com/Articles/294636/Experts-outlook-on-current-hotel-development-landscape

http://hotelnewsnow.com/Articles/294495/Owners-brands-worry-about-rising-costs-recession

The Classes With Katelyn Are Amazing. I Am Very Happy To Have Her As My Professor. She Is An Amazing Teacher And An Excellent Person. I Am Learning A Lot From Her. She Is Very Patient, Responsible, Punctual, Very Clear, And With Great Experience Teaching. She Is Helping Me A Lot To Improve My English.

Anonymous

I thoroughly enjoy working with him. He has all the proper material and the patience. our classes are very instructive and he doesn’t waste time.  Alvaro has been really good at being able to construct the pieces and then put them in place so that it all comes together and becomes usable. 

Spanish student

Overall, I Thought The Course Was Fantastic. I Feel Like I Learned A Lot And Improved Significantly. Astrid Is A Great Professor. She Took The Class Seriously And Made It Enjoyable. She Did A Great Job Of Recognizing Everyone’s Weaknesses And Helping Us Improve On Them. She Focused On Improving Our Grammar While Also Keeping The Class Conversational. The Lessons Were Well Prepared And Focused On Areas We Needed To Learn, Not Just By-The-Book. It Felt Like The Class Was Tailored To The Student’s Abilities. I Am More Than Satisfied.

K. Corrigan

I Wanted To Take The Time To Thank You For Your Amazing Services, Both Tom And Hayley Were Tremendous Help Onsite And Even Prepping For It. Looking Forward To Doing Business With You Guys In The Future.

D. Henriquez

I Hope All Is Well. I Wanted To Follow Up Regarding The Translating Last Weekend. The Gentleman Helping Us Was Fantastic. He Was The Epitome Of Customer Service And Was So Knowledgeable. He Is The Biggest Asset You Have At Your Company.

Anonymous

Juliana is even more than an amazing Portuguese teacher but also a cultural expert and a very lovely person. I will really miss her a lot…

Portuguese Student

Thank you so much to all of you for this workshop, I absolutely loved all the information you shared and will definitely continue to address cultural differences in class.

French Instructor

I Really Have Appreciated The Classes With Nancy – She Is Wonderful Teacher And I Was Very Motivated To Learn More (And Always Felt Badly When I Struggled Because She Inspires One To Want To Be/Do Better). I Am Very Appreciative Of Having Had This Opportunity To Work With All Of You. It Is One Of The Very Best Language Classes I Have Taken In Years.

A. West

Thanks Wendy for all your help! You are a terrific manager. What a difference between my GLobal LT experience and working with you!!

Teacher

Several months of training with Judith passed very quickly. It was interesting, the atmosphere was great, I will miss our lessons!

Project Management Employee

Thank You For All Of Everyone’s Help With Fumiya. We Have All Seen Him Grow With The Ability To Communicate On The Daily Tasks. I Will Definitely Keep You On My Contacts In Future Situations Thank You Again Have A Great Day.

J.

I have to say that Karen has been an amazing teacher. She is very kind and always is searching the way to explain me everything. Always works in her class in advance. Long story short she is great.

Student from Mexico learning English

I really LOVE my Portuguese classes and Juliana is TERRIFIC… I never had a teacher as great as Juliana, she is amazing and it is teaching me not only to talk in Portuguese but also about the Brazilian culture that is helping me a lot to understand the way they communicate…

Student in Mexico

Gabi was afraid to tackle speaking, until we just starting talking. She has now put out a yoga video with her speaking English. She will teach this class twice a week.

Maggie (Teacher in Atlanta, GA)

I Enjoyed Studying With LTC. I Am Grateful For The Great Work With Ana And Her Professionalism To Customize Themes And Her Support In My Daily Life. I Feel More Comfortable With My Language.

D. Triviño

I Appreciate Your Qualified Language Training Program Very Much. You Made It Possible To Improve My Knowledge In The English Language In A Lot Of Ways: A Significant Increase Of Vocabulary, Repetition And Consolidation Of Grammar And Practice The English Language By Using It In Conversations During Every Lesson. I Am Very Thankful For All They´ve Done And I´ll Always Recommend Your Institution In The Future.

C. Muth

Our ENL (English and a New Language) team refers to her as a superhero and it’s no joke—she is truly amazing! Kitty does so much more than just interpret our conferences. She is someone who understands how school works and who can give us important cultural context, which is incredibly valuable.

Director of Student Services

Their phone interpretation service is a very easy and convenient service for us to use when we are seeing patients in the office. Douglas Price is a great person there and is very good at communicating with our practice and helping us with anything we need. Great company!

Practice Manager

Kathleen, you have been an amazing and reliable addition to this student’s team for the past five school years. I want to express my gratitude to you as well as gratitude from the parents and student. We all appreciate your dedication to his access success!

Student’s School to Our Teacher

I cannot express enough great things about this experience. Jeancois was absolutely fantastic- professional, flexible, and dynamic- qualities I have found that some interpreters don’t always demonstrate when working with the pediatric population.

Bilingual Professor

I Really Enjoyed My Time With Christine, She Is Amazing, As I Told You She Helped Me A Lot Improving My Conversation Skills. The Classes Were Really Dynamics\ And I Never Felt Like I Was In A Strict Class. I Want To Say Thank You Again And I Hope In The Future To Take The Training Again. I Will Recommend Ltc With My Venezuelan And Latin Friends.

F. Inciarte

I Would Recommend Ltc To Other Global Companies Requiring Interpretation Services. During Our Event, The Performance Of Ltc Made Me Feel At Ease Which Allowed Me To Focus My Attention On Other Aspects Of The Event. I Believe That When You Work With Ltc, You Will Receive A Professional And Efficient Team Of People Who Will Do Everything In Their Power To Deliver Excellent Service.

D. Hayden

Thank You So Much, I Really Enjoy My Classes With Joyce I Love Her She Is Very Nice Teacher.

J. Nolaya

The LTC Is The Best English Training Compared To My Previous Language Training Experience Because They Really Understand What I Needed And The Important And Suitable Materials Useful To Apply At My Work. They Give Me Confident To Speak In English And My Writing Is Improving.

D. Sriyunilawati

It was the 3rd class with Kathy today. She is the best English trainer I’ve ever met. Her lessons really work good. So far I have nothing I need to ask you.

Nissan student from Japan.

When Covid hit we were cautious allowing anyone but the patient in the office and this is a wonderful helping hand in the matter.

Interpreting Location Manager

My Classes With Connie Have Been Excellent. I Would Even Go So Far As To Say That They Have Exceeded My Expectations.

M. Bush

The Classes Have Been Great. My Knowledge Has Increased Tenfold, Thanks To My Classes And Personalized Curriculum. The One-On-One Nature Of The Classes Ensures That Learning Is Catered To You.

K. Singh

The ongoing lessons have helped break up the routine of quarantine and more importantly, a source of learning and personal improvement during these extraordinary times.

Jasmin (Student in Mexico City)

I can say only that Ruth is an amazing teacher. I am absolutely satisfied with our classes. Thank you so much for your attention.

Language Training Student

Thank you so much for your interpretation service – it has been a blessing to work with you and has been so helpful in a meaningful way!

Current ASL Client

Thank you both very much for all you do. This translation project will go incredibly far in informing many of our Veterans and their families, on the important facts and information surrounding our current pandemic.

EEO Specialist (Equal Employment Opportunity)

I’m so grateful to have you interpreting these important and complex issues for our student!

Current ASL Client

Kazuko Is A Wonderful Teacher And A Super Sweet Person. Thank You For Your Services And Timely Responses In Everything. I Plan To Recommend Ltc To Any And Everyone I Know Interested In Language Learning. Thank You!

J. Brogan

I have had wonderful interpreters from LTC in the past, who have done a great job providing precise and accurate interpretation. Ms. Li, however, goes far above and beyond what is expected. I’m so very grateful for her exceptional service to both this family and to ZCS.

Director of Student Services

We meet virtually now. He even gave me a cooking lesson….he tried his best to do it in Japanese but we ended up doing most of it in English ????. While I may have learned less words, I certainly got to learn how to make tempura!!

Patrick (Happy Student in Tokyo)

This Year Went Very Well. The Interpreters Were There On Time Every Day And Very Helpful To Catherine. I Did Not Have To Think Twice About Their Service. Thank You.

C. Carol

On behalf of Freedom House, I would like to sincerely thank you for you and your team’s services today. Your presence helped us to ensure that the event went smoothly and that all of the attendees were able to participate. Thank you so much!

Freedom House

Thank you for organizing these workshops for teachers, we learn so much from each other and grow to be better instructors.

Language Training Instructor

I would like to commend Catherine Thille for her professionalism. The sessions were always on time and well structured.

French Student

Thank you. I appreciate what you do to help our Company succeed with better communication for our fellow employees.

Director of Human Resources – Staffing Company

Joseph was an excellent instructor. He was very dedicated to teaching me the language skills I needed for my upcoming assignment.

Student from Government Program

I appreciate you, Anya and Lauren for leading the training. It was very beneficial and I got to immediately use some of the material in my class.

Language Training Workshop Teacher