STB to study ways to improve hotel services

STB to study ways to improve hotel services

SINGAPORE -The Singapore Tourism Board (STB) wants to conduct a study next year to find out how hotels can better meet the expectations of guests and deploy resources more effectively.

This comes as a tight labour market threatens to compromise service levels in the hospitality industry, which is still expanding. STB put up a tender on government procurement website GeBiz on Oct 11 calling for a vendor to carry out the study as well as to provide professional advice and support when needed.

The study also aims to identify the points of interaction between a hotel and its guests that are critical in influencing guests' satisfaction with the hotel. The tender stated that the study should involve foreign and local guests at a minimum of 10 hotels in the "luxury, upscale and mid-tier categories".

STB expects to share the findings with the industry in the fourth quarter of next year.

According to the tender, the proposed study comes against the backdrop of industry concerns that service levels have dropped.

Customers were less satisfied with hotels last year compared with 2011, according to the 2012 Customer Satisfaction Index of Singapore survey results released in March, cited the tender.

The overall customer satisfaction score for the hotel industry in 2012 was 5.9 per cent lower than the previous year because hotels failed to meet tourists' expectations.

An estimated 14,000 hotel rooms will be added to the industry over the next few years.

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