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Aimbridge has said guest satisfaction scores across 32 Aimbridge EMEA-managed hotels have increased from 74.1% to 82.9% in the last two years.
Aimbridge said the uplift in the score follows its investment in in-depth customer service training for all hotel teams and guest experience development at each of the properties.
Aimbridge has specifically focused on: checking in; checking out; breakfast; responding to problems and problem resolution; and team service scores throughout its portfolio and, over the last 12 months, it’s seen each of these metrics increase dramatically, with the team service score now sitting at 92% positive.
Simon Bachelor, VP Of Operations at Aimbridge EMEA, said: “The guest experience and the way hotels operate now, post-pandemic, has changed a lot. People now work remotely a lot more and so when they’re away, be it for leisure or business, they’re looking for a real home-from-home where they can relax and enjoy a tailored experience that’s right for them.
“As a management company we’ve recognised this and invested significantly in training for our general managers and their teams to not only improve customer service, but to enhance the guest experience too, through a more personalised approach that creates connections with the people who use our hotels.”
He added: “The results we’re seeing prove testimony to this approach. Guest satisfaction scores are up across the board and our overall reputation performance score is higher than it’s ever been. We’re very proud of that and the work our teams have achieved.”
The personalised approach to guest experience has resulted in a “dramatic uplift” in employees being named in guest reviews.
Bachelor added: “A year ago, we were seeing around 20 to 30 members of staff being mentioned by name in guest reviews each month. Now, it’s around 1,600 mentions of staff members – an astonishing rise and proof that the connections being made between the team and our customers are genuine and memorable.”
