With a 87 per cent year-to-date average guest satisfaction score and 17 per cent response rate, The Ajman Palace Hotel, managed by HMH – Hospitality Management Holdings, tops the guest feedback charts of Market Metrix Hospitality Index. The UAE average for the organization is 85.8 per cent with a 19 per cent response rate.
Ferghal Purcell, General Manager, The Ajman Palace Hotel, said, “We are truly proud of this remarkable achievement. Our objective is to offer consistently high levels of service to our guests. The Market Metrix Hospitality Index is the most in-depth and reliable source of hospitality performance information available today. It allows us to know and improve the guest experience by addressing their problems that in turn helps boost guest retention and loyalty.”
Guest experience lies at the heart of The Ajman Palace Hotel service and the hotel believes successful staff-customer interaction holds the key to a satisfying experience. Ferghal stressed, “It is really the people who turn a stay into a memorable experience. And creating that link with the customer is what our service is all about. We want to make sure that our staff are delivering the desired service throughout the guest’s stay. Therefore, in order to make a difference, the guests receive the questionnaire while they are still in-house and not after they have departed. This allows us to rectify a problem on the spot.”
Ferghal added, “In today’s competitive marketplace, word-of-mouth recommendations are the strongest marketing tool and therefore the quality of service can make or break our reputation. The experience one delivers is an effective way to attract and retain customers.”