87.8 %
88 %
88.2 %
88.4 %
88.8 %
88.2
2010
88.8
2011
88.8
2012
88.6 %
89 %
Guest Satisfaction
Key Issues:
• Satisfaction
• Education &
Inspiration
• Health, Safety &
Security
“Rotana considers
every guest as an
important customer.
We wish to ensure
that every guest leaves
our hotels satisfied
with the service they
have received and the
desire to return. We
do this by following
a ‘can do’ approach.
We ensure that our
service levels are
consistent and distinct
throughout each of
the brands. Our desire
is to surpass guest
expectations so that
they will remember
the time spent in our
hotels and encourage
others to visit.”
Dominic Carr
CVP Front Office
In today’s busy, fast moving world, time
is our most precious commodity. How
and with whom we choose to spend it
is perhaps one of the most important
decisions we make in our lives.
At Rotana, we have chosen to
acknowledge this fact by embracing the
challenge of making all time spent to
understand and meet the individual needs
of all who we deal with. In so doing,
we strive to continually build long-term
relationships with our guests and ensure to
exceed their expectations.
Guest Satisfaction Survey
In a world where feedback from guests
drives business decisions, our most
important measure of success is our
guests and their satisfactions.
Rotana deals with “Market Metrix “,
the leader in feedback solutions for the
hospitality industry, to collect guest’s
feedback. By connecting feedback with
revenue, Market Metrix helps us to
make smart investment decisions that
both improve the guest experience and
produce higher profits.
The system is an online feedback
mechanism aimed at soliciting guest
feedback on their stay experience in a
hotel. Upon departure from a hotel, a
guest receives a web-link email. Through
this link a feedback form opens out where
guests can rate the hotel services.
All feedback is responded to by the hotel
and any concern areas (complaints and poor
ratings) are investigated and responded to.
Aggregation of this data is done at various
levels: corporate, brand, regions and used
to drive improvements in guest services,
guests rooms experience, etc.
The data is also used as an input into
training programmes to address service
short-falls.
Guests Satisfaction Rate
Rotana sits about 2%
higher than the Market
Metrix Industry Average
of about 7,000 Hotels
worldwide.
In 2012, nearly 55,000
of our guests answered
the survey. 88% have
not experienced any
problems during the stay.
