Excerpt from Market Metrix
What happens to guest satisfaction as occupancy climbs? Higher occupancy means more money. But it can also mean more work for staff. When not planned for, high occupancy can push facilities and processes to capacity limits, and guests notice. Guest satisfaction can be in jeopardy if management fails to make adjustments to meet the added demand.
If guest ratings decline as occupancy rises, the culprit is likely to be insufficient staffing or other missteps that impact the guest experience. If satisfaction increases with higher occupancy, of course that’s great, but it is worth understanding how this feat was accomplished. If satisfaction simply remains flat, despite heavier traffic, then management should be applauded for maintaining the quality of the guest experience.
Logos, product and company names mentioned are the property of their respective owners.