The 3* star family hotel, based in the Alcudia region of Majorca, has put guest satisfaction at the forefront of its plans following the success of its recently introduced Guest Satisfaction Department.
With online reviews now making or breaking a holidaymaker’s decision, hoteliers are now working harder than ever to ensure every single one of their guests receives 5* treatment. And this is certainly the case at family hotel, Club MAC Alcudia.
Another busy year has just drawn to a close at the hotel, but Club MAC aren’t resting on their laurels, with plans for 2015 already well underway.
The 3* star family hotel, based in the Alcudia region of Majorca, has put guest satisfaction at the forefront of its plans following the success of its recently introduced Guest Satisfaction Department. Created to make sure that guests enjoy every minute of their holiday, Club MAC’s Guest Satisfaction Department deals directly with guest enquires.
Whether it be a request for excursion information, an enquiry about hotel meals, or the need for a taxi to the local market; Club MAC’s Guest Satisfaction Department provides guests with a central hub for information and helpful advice.
Hotel Manager Vicente Gimenez said: “Our biggest challenge in meeting guest satisfaction is understanding what our customers want. You need insight directly from the consumer, which is why we set up the Guest Satisfaction Department at Club MAC.
“Every guest request is logged and actioned by Nathalie Jaquin (Guest Satisfaction Manager) and her staff to help us build a picture of what our consumers require.
“We are using the reviews that we have received during the 2014 season, whether it be the many via the Guest Satisfaction Department or the hundreds that we have read and responded to on Trip Advisor, to help us shape how we make Club MAC an even better experience for our new and returning guests in 2015.
“At Club MAC we don’t just read our customers’ reviews and comments, but we take action and make improvements based on them.”
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