The hotel must understand key points of guest experience and the essence.Defined by Maslow

Original: Li Sheng

Maslow

This is American psychologist Abraham Maslow

He was in 1943

Wrote book "The Theory of Human Motivation"

A book is a human need, like a ladder from low to high

Divided into five levels by level

Accordingly:

Physiological needs, safety needs

Social needs, love and belonging, esteem needs, and fulfillment needs

Regarding how

Understand theory

Let me tell you

If:

One person does not have enough food at same time

Safe, sociable and respectful people

Usually, need for food is strongest

Other needs

It's not that important

At this time, human consciousness

Almost completely occupied by hunger

In this extreme case

All life

The value of life is to eat, rest is not important

Only

When food problem is solved

Additional requirements may apply

Maslow's theory of needs

Combine needs of hotel guests

Me

Target analysis and summary

and

Integrate it into reality of hotel

The hotel understands attitude of guests in terms of people's needs

To improve quality of service, satisfaction and loyalty of guests

STEP

Self-realization

The need for dignity

Social Needs

Security Requirements

Physiological needs

Maslow

First and second level requirements

Physiological and safety needs

For customers, this is demand for equipment

For example:

I feel sleepy so I can sleep well in a hotel bed

If you are hungry, you can eat at hotel

Hotel hygiene and safety, etc.

Maslow

Level 1 and Level 2 Requirements

Direct conversion of hotel guest registration results

Usually this is reflected in guest experience

Third layer

Fourth layer

Maslow

Third and fourth level requirements:

Social and Respectful Needs

For customers, this is demand for software

For example:

Private service and hotel extras

Different levels of membership

here

It is very important how to reflect differences of hotel participants

Not only satisfaction, but also respect from within

There are also timely reflections

The difference between a member and a regular member

Especially in public places

Maslow

Third and fourth level requirements

This is directly reflected in level of customer satisfaction

Fifth floor

Maslow

Fifth requirement

Self-Realization

More for hotel guests

The spiritual level of guests is satisfied

Especially when I want to stay at this hotel

More than just showing who you are

It's more about presenting your own temperament and value

Once client understands this

Loyalty will be born

Incorporating hotel culture

This kind of loyalty will be strengthened

I made it easy for you to understand

One,

Self-realization. Need for self-respect.— Members will build loyalty

Two,

Security needs. Physiological needs - members will generate loyalty

Software for hotels. Satisfaction, equipment for hotels. Experience

Physiological and safety needs

Proper hotel equipment

Social needs and need for self-esteem

Complies with hotel software

Needs for self-realization

Conforms

Guests have a sense of belonging to hotel and, finally, loyalty

Know

Why are customers more picky than before?

Why is it harder to satisfy customers than before?

Why

Hotels are constantly improving level of service

Why

Many guests who invested in hotel equipment are still dissatisfied

Hotel Equipment

It simply meets basic needs of guests

Just getting started with guests

Hotel Services

The guest meets higher needs of guest

This is also key to customer satisfaction

When customer is happy

more guests

Loyalty comes from inner pleasure of guests

Hotel Culture

Performed role of "silently humidifying things"

Understanding customers is a prerequisite

It is also backbone of hotel's eternal business