Impact of Guest Opinions on the Hotel Industry

INTRODUCTION In the 20th year of the 21st century, our custom has changed dramatically. The Internet is still growing and now has an impact on almost all industries in the world. Web sites such as TripAdvisor.com, Trivago.com, Oyster.com are leading hotel reviews in New York City, there is no difference in the hotel industry. According to ReviewPro, "The impact of online reviews and social media has reached an unprecedented level in the hospitality industry."

The hotel in the 21st century offers modern and accurate service. Customers and guests are always right. This principle requires the application of management principles in the hospitality industry and hotel experts are aware of the means to manage the marketing principles of the hospitality industry. Approach to comprehensive quality control plays an important role in hotel marketing management. A positive trend emerging in the tourism industry shows that the hotel industry is like a reservoir of foreign exchange flows. This naturally caused us to pay attention to hotel management. Like other industries, the hospitality industry needs to seek innovative ways to fairly integrate core services and peripheral services. Remember that one of the world's leading hotel companies is reinforcing the survey to strengthen peripheral services with the motto of adding appeal to the service portfolio.

For the hospitality industry, customer satisfaction is an important factor in providing revenue and profit. As a result, all researchers in the hospitality industry confirmed customer satisfaction as an important element of the value proposition of the hospitality industry. Oh (1999) was dedicated to the interaction between service quality, customer satisfaction, customer value, and their influence and the intent of repurchase and relationship to the word of mouth. In that study we used samples from the high-end sector of the hospitality industry.

Can you think of an industry that depends on customer satisfaction rather than hospitality industry? can not. In most hotels, the process of interaction and communication with guests is the same for decades. Mainly because it feels that guest feels comfortable with face to face dialogue. However, due to the continuous development of technology and communication, the relationship between the hotel and the guest changed. Due to the spread of mobile devices, customers are now free to choose how to interact with hotels. Travelers who prioritize skilled mobile need more personalized service to keep abreast of mobile lifestyle.