Catering Technology

The Hoteliers know the fact that if they want their customers to choose them over the competitors they have to provide something extra to the guests through the facilities and the services. Guests’ expectations of hotel amenities and facilities are affected by the type of hotel and its sophistication level. Nothing sends a stronger message than the cleanliness in the hotel and especially in the bathrooms. . New age bathrooms are sophisticated and showcase great designs and technological innovations. The recent trend in luxury hotels is to transform the guestroom bath into a relaxing and rejuvenating space that could almost be considered similar to a spa experience. The other important factors which affect the choice of hotel is the size of the bathroom, the faucets, the quality of toiletries and linen, vanity space, jetted bathtubs, shower cubicle with modern faucets, personal spa, mirror television. The findings of this research suggests that the Five Star deluxe Hotels in Pune and Mumbai have well designed and technologically updated bathrooms to provide the guest with utmost comfort, luxury and a wellness experience. The well designed bathrooms are an important feature for the repeat guests for the hotel.

The Hospitality industry is growing by leaps and bounds and so is the competition amongst hotels to retain customers. A retained customer in today’s market scenario is of utmost importance to any hotel not only in terms of brand loyalty and the goodwill established by the brand in the market but also helps in saving costs involved in attracting new customers. Guest satisfaction is also become a yardstick for the measurement of a hotels performance in the recent years. In the constant endeavor to look for newer means to satisfy customers the managers were often faced with problems such as which aspects contributed majorly to the guest satisfaction, what are the key attributes the staff to posses in order to enhance the guest experience. Thus came into being systematic methods to track and find out the attributes for guest satisfaction i.e. Guest Satisfaction Tracking Systems (GSTS). The old school comment cards were given a more sophisticated and practical approach with the use of technology through GSTS. GSTS have helped managers to understand customer needs better and changed the way data was conceptualized. Data could be easily understood and presented in the form of charts, diagrams and tables which formed an integral form for Management Information Systems. The researchers aim at studying the guest satisfaction tracking system adopted by the hotel and finding the attributes that are the most promising and those that need to be worked upon by the hotel. They also wish to enhance the general understanding of GSTS. This was done by analyzing random feedback forms received by the hotel, interviews were conducted with employees and managers.