What level of service does your guest expect?
Have you ever looked at your accommodation or service through the eyes of your customers? Do you know what they desire and in what level you match their expectations? A great exercise for this is to walk around your business as if you are a guest visiting for the first time. How is the sense of arrival, what do you see when you walk in, how are you greeted by the staff?
Ideally, the level of service you provide matches the expectations of the audience you target. A low budget backpacker is not willing to pay for luxury it doesn't need, and a high end tourist will expect outstanding service in order to book your accommodation.
In tourism we can define six levels of service; from Upper Extended stay or budget to luxury. In the worksheet below you can see an overview of what kind of service you guest in general would expect per service level.
