THE KEY INDICATORS OF GUEST EXPERIENCE IN IHG HOTELS
THE KEY INDICATORS OF GUEST EXPERIENCE IN IHG HOTELS

Summary/Abstract: Guest experience in IHG hotels worldwide is the main subject of this research. A large number of papers analyzing the attributes influencing guest experience are referenced in the literature review section. The research data used in this study were taken from the Medallia platform. We analyzed data from 86IHG hotels worldwide. Five indicators of guest experience were observed: Service, F&B, Room, Likely to Recommend, and Overall Experience. All five indicators were measured on a scale from 1 to 10. The results of the study indicate that the service provided has the strongest impact on overall experience. The hotel room also has a statistically significant impact on overall experience. On the other hand, food and beverage do not have a significant impact on overall experience. It is confirmed that satisfied guests are likely to recommend the hotel to others. Therefore, this research provides practical implications for hotel management. Managers should train the staff to provide the best service possible. Additionally, they should consider room attributes that would lead to a better room experience

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