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"We didn’t realize before that guests thought the check-in process was too slow. But after seeing the data I worked with the front desk to make our operational procedures more efficient."Abhishek Sinha, Front Office Manager
Amora Hotels is an independently owned hotel group based in Thailand, with seven hotels across the globe, including three in Thailand, two in New Zealand, and two in Australia. The flagship property, Amora Hotel Jamison Sydney, boasts 415 rooms, a world-class spa, conference and meeting space and the presidential suites necessary to service VIP guests.
Staff at the hotel takes great pride in the service and the amenities at the property. Abhishek Sinha, the Front Office Manager at the Amora Hotel Jamison Sydney, says, “Our goal is to be the number one accommodation provider in our comp set. We want to have an edge in customer service and the product that we provide to our client base.”
When Sinha joined the Amora Hotel Jamison Sydney staff in January 2014, the hotel was using paper guest satisfaction surveys and checking review sites manually, which was time-consuming. The staff also didn’t have an easy way to see trends in feedback data to pinpoint specific ways to improve the guest experience.