SUPPLIER INSIGHT: PERSONAL SERVICE IS KEY

great service was the highest priority for nine out of 10 UK respondents in a recent survey by IHG Hotels and Resorts.

The Onepoll survey, carried out in November 2021, asked 2,000 UK guests to rate their priorities as travel resumes.

It found 90% rank great service as most important to them when staying at a hotel, with 68% of travellers thinking hotel staff should act in a friendly manner.

Almost half say they want to be able to talk to staff and vice versa in a friendly, conversational manner, rather than one that’s overly formal.

Nearly half (47%) agree that a friendly, approachable, and personalised experience is more important than ever following the pandemic.

“With nearly half of travellers stating they want to be valued as an individual, a one-size-fits-all approach to hotel service no longer resonates,” said Will Yell, VP Luxury

and Upscale Conversion and Affiliate Brands.