Category Archives: Commercial Real Estate

How to Satisfy Clients in Hotel Real Estate Like Terry Baltes

The hotel real estate industry is improving the special amenities to satisfy the customer. The guests’ expectation is increasing that requires special perks like free Wi-Fi, complimentary breakfast and premium bed linens. As reported by the J.D Power 2016 North America Hotel Guest Satisfaction Index.
The study measures customer satisfaction in Luxury, upper upscale, upscale, upper midscale, midscale, economy/budget, upper extended stay, and extended stay. The measures are then analyzed regarding reversion, check-in & out, guest room, food & beverage, hotel services, hotel facilities and costs to determine satisfaction on a scale of 1000 points.
The study found that unlike previous years which experienced improvement of overall satisfaction of 25 points, there is a smaller increase of a point in 2014 to 2015.
On average, there is growth satisfaction for four consecutive years with only about 2 points increase from 2015 to average 806. Even when the customer response to the changes has been good, the clients still need more value addition to complement the perks that are standard. According to Rick Garlick, to differentiate a brand, hotels need to create a strong service culture to make guests feel important and appreciated. This is evident in the luxury segment which improved amidst stagnating other segments.
Moreover, the younger guests are less likely to be members of hotel rewards than old guest even when satisfaction is high among members of hotel reward system. The result shows that every succeeding generation is less likely to belong to reward program than their predecessor because online/Mobile check-in, availability of most essential amenities, and social media feedback are the crucial perks.
Terry Baltes Commercial Ltd. Terry Baltes is a real estate firm based in Centerville, Ohio, in the US. Founded by Terry Baltes, the firm specializes in real estate, construction, and architecture. Terry Baltes has a long record of successful in sales of self-storage facility like the recent listing of a self-storage facility in Clayton, Ohio in February 2013.
The firm success relies on the experience of its founder, Terry Baltes who has an extensive range of property sales. Follow Terry on Linkedin to learn more about his career.