Hotel staff lack knowledge of local areas, finds customer survey

By Lorraine Heller

- Last updated on GMT

Related tags: Mystery dining company, Olympic games

Local knowledge is key for good customer service in hotels
Local knowledge is key for good customer service in hotels
The large majority of people in the UK feel that hotel staff don’t know enough about the local area, which significantly reduces the value of customer service provided.

According to a survey of 326 people by the Mystery Dining Company, 61 per cent felt there was “room for improvement” in the level of local knowledge demonstrated by hotel staff.

Just under a third of respondents said they found local knowledge to be “good” or “very good”.

“As tourism bodies look both for ways to attract visitors from across the globe and to support the local economy, it’s important to assess the underlying conditions of the industry. The way people are made to feel when they visit a new destination – be it a city, hotel or restaurant – can have an enormous impact on how they perceive the experience and whether it represents value for money for them, regardless of what their budget is,” said Steven Pike, Director of The Mystery Dining Company.

Room for improvement

The survey results demonstrate that there are still some “very distinct areas for improvement” in the hotel and accommodation sector, he said.

“With the Olympics Games fast approaching, the UK hospitality sector is about to be thrust into the international limelight.

“Recruiting employees who demonstrate both the right skills and demeanour for the job is important but hospitality operators must remember that staff training – to ensure that all staff members are confident and knowledgeable in the way they treat guests – is crucial to a successful operation.

“We know from our own work with hospitality operators that there is already a strong foundation to build upon, however, continuing to listen to and act upon customer feedback is the only way to ensure ongoing excellence in customer service and reinforce the good value for money that is on offer across the UK.”

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