Publicação
A first impression never dies : the influence of check-in on Hotel guests’ experience
| Resumo: | In the hotel industry, the first impression plays a decisive role in defining guests’ satisfaction towards a hotel experience and it can all depend on the commonly required check-in process. This dissertation intends to study the influence of the check-in on guests’ experiences. The main objectives are to analyze the check-in service in luxury hotels and to identify the attributes with the most impact after this process. The research consisted of content analysis of 3117 guests’ reviews identifying five major themes: “check-in”, “room”, “breakfast”, “waiting” and “recommend”. The themes were divided into three groups, hotel check-in, other hotel attributes, and recommendations. Each group illustrating the perception of the attributes after the check-in experience. Most reviews related to a negative check-in indicated guests’ dissatisfaction regarding the waiting time to check-in or to get to their accommodation, affecting how guests perceive their rooms and the check-in process. Conversely, most positive check-ins showed guests become more willing to recommend the hotel to others and to appreciate the qualities of staff, food and beverage services and location. Therefore, concluding the check-in process influences positively or negatively the overall guests’ experience. The goal of this dissertation is to help teams and hotel managers to understand how the first impression on check-in can be essential to create a pleasant experience and to provide solutions to improve this process. This study contributes to the literature by analyzing the specific attributes affected by the check-in experience. |
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| Autores principais: | Alves, Gonçalo Alexandre Cosme |
| Assunto: | Hotel check-in Luxury hotels Guests’ experience First impression Check-in no hotel Hotéis de luxo Experiência dos hóspedes Primeira impressão |
| Ano: | 2020 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso restrito |
| Instituição associada: | Universidade Católica Portuguesa |
| Idioma: | inglês |
| Origem: | Veritati - Repositório Institucional da Universidade Católica Portuguesa |
| Resumo: | In the hotel industry, the first impression plays a decisive role in defining guests’ satisfaction towards a hotel experience and it can all depend on the commonly required check-in process. This dissertation intends to study the influence of the check-in on guests’ experiences. The main objectives are to analyze the check-in service in luxury hotels and to identify the attributes with the most impact after this process. The research consisted of content analysis of 3117 guests’ reviews identifying five major themes: “check-in”, “room”, “breakfast”, “waiting” and “recommend”. The themes were divided into three groups, hotel check-in, other hotel attributes, and recommendations. Each group illustrating the perception of the attributes after the check-in experience. Most reviews related to a negative check-in indicated guests’ dissatisfaction regarding the waiting time to check-in or to get to their accommodation, affecting how guests perceive their rooms and the check-in process. Conversely, most positive check-ins showed guests become more willing to recommend the hotel to others and to appreciate the qualities of staff, food and beverage services and location. Therefore, concluding the check-in process influences positively or negatively the overall guests’ experience. The goal of this dissertation is to help teams and hotel managers to understand how the first impression on check-in can be essential to create a pleasant experience and to provide solutions to improve this process. This study contributes to the literature by analyzing the specific attributes affected by the check-in experience. |
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