The study, conducted by Elizabeth Martyn and Chris K. Anderson, focused on the front desk staff of two hotels under the same management group in Nevada and looked at three employee qualities important to guest satisfaction: engagement, communication, and attitude. Using data from Revinate Surveys, which captured post-stay feedback at the participating hotels, the research team looked at which qualities had the most significant impact on guests. In addition, the study examined the correlation between staff training and staff helpfulness following a service failure and found that blended online and in-person training, utilizing eCornell's Service Excellence On-Demand Training program, can foster improved handling of guest interactions, thereby offering a substantial opportunity for improved guest satisfaction.
"There is nothing more critical to a research study than quality data," said Chris Anderson, Professor and Director of the Center for Hospitality Research. "Not only was Revinate able to supply historical online reputation data, but their Surveys product also allowed us to collect very specific feedback to evaluate the effectiveness of training. I'm thankful that Revinate is willing to share its data to benefit the hospitality industry."
"I am honored that we were able to participate in this research project with Chris Anderson and his team at Cornell University," said Marc Heyneker, Co-founder and CEO of Revinate. "The academic work that Cornell University does to understand guest experience is so important for hoteliers around the world and I'm proud that our data could be used to test and measure the impact of operational activities on property."
Revinate enables hoteliers to transform their guest data into revenue. With Revinate Marketing and Revinate Guest Feedback, hoteliers are empowered to make smarter decisions, resulting in increased direct revenue and guest engagement. The company is backed by leading Silicon Valley investors, including Benchmark Capital, Tenaya Capital, and Sozo Ventures. Headquartered in San Francisco with regional offices in Amsterdam and Singapore, Revinate counts tens of thousands of the world's leading hotels as customers.
To learn more, please visit www.revinate.com.
As Cornell University's online learning unit, eCornell delivers online professional certificate courses to individuals and organizations around the world. Courses are personally developed by Cornell faculty with expertise in a wide range of topics, including hospitality, leadership and management, marketing, human resources and data analytics. Students learn in an interactive, small cohort format to gain skills they can immediately apply in their organizations, ultimately earning a professional certificate from Cornell University. eCornell has offered online learning courses and certificate programs for 18 years to over 130,000 students at more than 2,000 companies. For more information about eCornell programs, visit www.ecornell.com.