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Where guests are (not) greeted particularly warmly

Theodore Koumelis - 25 February 2014, 09:55

In a comparison of European countries, Finland has shown itself to be the front runner when it comes to the quality of service provided by its hotel staff. Germany and Austria are level-pegging close behind, each having 8.37 points.


LONDON – Nowadays, guests are likely to recommend a hotel and to book another stay there if the hotel staff provide a friendly service and show themselves to be knowledgeable. An analysis performed by hotel.info illustrates the level of service in hotels in the United Kingdom, and how this compares with service standards throughout the rest of Europe.

Leeds, the fifth-largest city in the United Kingdom, has defended its number one position with 8.22 points, despite receiving a lower rating than the previous year. Liverpool is a distant second with 7.89 points. Although Glasgow has dropped a place, London has managed to move up a spot. With an improved rating of 7.42 points, the metropolis has moved up to fourth place. Bringing up the rear this time is Birmingham with 7.39 points.

hotel.info - Top five cities in the UK: Friendliness and expertise of the hotel staff, year-on-year comparison

Position City Rating as of February 2014 (best score: 10.0)
1 Leeds 8.22
2 Liverpool 7.89
3 Glasgow 7.88
4 London 7.42
5 Birmingham 7.39
 
Position City Rating as of February 2013 (best score: 10.0)
1 Leeds 8.29
2 Glasgow 7.89
3 Liverpool 7.87
4 Birmingham 7.41
5 London 7.36


Overall, London and Birmingham are below the national average of 7.62 points. The country analysis by hotel.info also shows that when compared internationally, hotel staff in the UK have significant room for improvement in terms of friendliness and expertise, according to ratings from international guests.

Finland the front runner, with Germany and Austria neck and neck at the top of the ratings
In a comparison of European countries, Finland has shown itself to be the front runner when it comes to the quality of service provided by its hotel staff. Germany and Austria are level-pegging close behind, each having 8.37 points. In contrast, customers in the Netherlands were less impressed, leaving the country trailing in last place in the European top 20 with 7.86 points.

However, hotel staff in Denmark (7.70), Russia (7.66) and the United Kingdom (7.62) have even more room for improvement in their quality of service. Although the results for hoteliers in Russia once again showed a slight decrease compared to the previous year, the Danish hoteliers and especially those from the United Kingdom managed to make up ground.

The top 20 countries in Europe: Friendliness and expertise of the hotel staff

Position Country Rating
(best score: 10.0)
1 Finland 8.38
2 Germany 8.37
3 Austria 8.37
4 Hungary 8.33
5 Poland 8.28
6 Switzerland 8.27
7 Slovakia 8.27
8 Portugal 8.23
9 Sweden 8.20
10 Croatia 8.19
11 Ireland 8.18
12 Bulgaria 8.17
13 Italy 8.11
14 Romania 8.11
15 Greece 8.10
16 Czech Republic 8.10
17 France 7.93
18 Spain 7.92
19 Turkey 7.87
20 Netherlands 7.86

 

 

Photo caption: Best Western Premier Katajanokka, Helsinki.

 

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