The business has developed a system for the capturing of guest feedback

What does this mean?

  • One of the easiest ways to ascertain the quality of the product you are offering is by developing a guest feedback form.
  • The business should allow guests to give feedback on all aspects of the business e.g. accommodation, food service, activities, etc. at a time which could be convenient to them.
  • Besides actively asking guests to give feedback, the business needs to use the results from the feedback to improve the consistency and quality of the product offering.
  • Feedback forms should be either captured on the computer or kept for records. 
  • It is important to show that guest feedback has been considered by the business and changes have been made depending on the nature of the complaint.

What do I do?

There are a number of websites online that give some guidance in terms of guest surveys/feedback:

In the Template Portal you will find some examples of surveys and feedback forms. This can be amended to be suitable for your business.