Experience Research Exercise

How Sandals Can Improve Guest Experience Name Institution Course Instructor Date How Sandals Can Improve Guest Experience Part 1: Guest Experience Improvement Based on the analyzed data, it's evident that negative issues dominate guest feedback, comprising 65.28% of the total reviews. These negative aspects encompass a range of concerns, including inattentive service (11.11%), maintenance issues (11.11%), slow service (6.94%), and unfriendly staff (6.25%). Guests also reported concerns about noise disturbance (1.39%), food quality (5.56%), and transportation issues (4.17%). Among the positive feedback, which accounts for 34.72% of the comments, guests appreciated aspects such as friendly staff (7.64%), good food (8.33%), and great beach facilities (5.56%). However, there is clear room for improvement in various areas to enhance the overall guest experience. To enhance the guest experience, Sandals can implement the following strategies: Accommodation Improvement Addressing maintenance issues promptly and thoroughly to ensure that rooms meet guests' expectations upon arrival is crucial. As mentioned in one review, guests experienced problems such as malfunctioning room keys, broken safes, missing furniture pieces, and even flooding due to burst pipes. To prevent such issues from recurring, Sandals should prioritize regular inspections and maintenance. This will help in providing the guests with a seamless experience. Additionally, in regards to the quality of rooms, Sandals should ensure that there is consistency across different categories so as to manage the expectations of guests and ensure they do not get disappointed upon room assignment. Enhanced Service Quality Succeeding in hospitality industry requires providing customers with excellent services due to its demanding and fast-paced nature. One way to achieve this is through staff training and development. After analyzing the reviews, the data showed that 6.25% and 6.94% of the guests complained about the staff being unfriendly and the service they got was slow respectively. It also revealed that 11.11% of the guests found the staff inattentive in their service provision. Therefore, to address these concerns, Sandals should invest in training and developing its staff. Doin...