Newsletter 11 2006

Hotels

Steigenberger has the most satisfied hotel guests

Steigenberger Hotels and Resorts have taken the lead in the top hotels segment of the ‘2006 European Guest Satisfaction Index Study’ conducted by renowned US American market research institute, J. D. Power and Associates. Over 12,000 respondents evaluated Steigenberger Group hotels as the best in their particular category. This is the second time round that J. D. Power and Associates of Westlake Village California have carried out a representative study of hospitality in the European hotel market. Total satisfaction was gauged from the following factors: reservation, check-in and check-out, guest rooms, meals and drinks, hotel services, hotel facilities, costs and charges. Steigenberger Hotels and Resorts finished first in all seven top-segments. The group average total satisfaction rate lay at 757 points. Steigenberger Group hotels gained 795 points out of a possible total of 1,000. The rating was the result of a telephone survey conducted among 12,090 Europeans who had been guests in a European hotel between June and September 2006. The respondents chose their answers from a pre-prepared list. A total of 45 hotel brands were assessed in the Premium, First Class, Middle-Class and Economy categories.   www.steigenberger.de

 

1st place for Steigenberger Hotel Group at Hospitality Awards in Paris

The Steigenberger Hotel Group stood on the winners’ podium on two separate occasions during the Worldwide Hospitality Awards on 9th November 2006 in Paris. Rivals were left standing far behind in the ‘Best Customer Satisfaction Programme’ category. Steigenberger also reached the first three in the ‘Best Human Resources Policy’ category. The Steigenberger Hotel Group convinced a high-level jury with their ‘Loyalty Check’ in the ‘Best Customer Satisfaction Programme’ category. This instrument, which measures customer satisfaction and loyalty levels, was introduced at the beginning of 2006 into all Steigenberger Group hotels. ‘The key measure here is loyalty. After all, what we want are satisfied guests who come back and stay with us over and over again.’ explains Karl Anton Schattmaier, Spokesperson for the Board of the Frankfurter Steigenberger Hotels AG. The programme is based on a continual assessment of hotel offers by guests of Steigenberger Hotels and Resorts and InterCityHotels. The results are presented diagrammatically and sorted under various rubrics and published in regular reports which may be viewed online and round the clock by the hotels in question. Hotel directors can view at a glance how their hotel has performed in various categories – also in comparison to previous months and to other Steigenberger group hotels. The Steigenberger Hotel Group were granted points for their broad range of services in the category ‘Best Human Resources Policy’, ending up among the first three finalists.

www.steigenberger.de