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Employee Engagement, Customer Satisfaction & Profitability

Positive Employees Create a Positive Guest Experience—“Testing the Internal Marketing Model: an Empirical Analysis of the Relationship Between Employee Attitudes, Customer Attitudes, and Customer Spending”

What are the most important aspects of a hotel experience for patrons? Easy check in, friendly staff, amenities, options, and precise service, to name a few. To satisfy their customers, hotels must create this kind of environment for every visitor, every time. The Forum for People Performance Management and Measurement released a research paper, “Testing the Internal Marketing Model: an Empirical Analysis of the Relationship Between Employee Attitudes, Customer Attitudes, and Customer Spending,” which studied the factors that influence guest satisfaction and spending. According to the research paper, the answer to improving guest satisfaction comes from the attitude of the staff, which can have a significant negative or positive impact on the guest experience.

In this research paper, we will provide hotel owners and staff with insight about the impact employee attitude, behavior, and perspective has on guest satisfaction and spending. We will explain the findings of this study and offer a variety of suggestions that can be used in the hotel business to increase guest happiness and spending tendencies.

Key takeaways from this research paper include:

  • Defining the importance of employee attitude and outlook
  • How managers can increase revenue with satisfied employees
  • How guest experience is influenced by employee attitude and behavior

From the research:

“Enhancements in this psychological dimension translate directly into increased spending and hotel performance…employee behaviors, viewed from the customer perspective, have a direct and positive impact on how much money customers spend.”

For more information, take a look at our strategies, process, and resources associated with Employee Recognition Programs.

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