DAY 5 - POST-STAY PROCEDURES, CUSTOMER SATISFACTION AND LOYALTY STRATEGIES

This day was focused on procedures applied after the guest’s stay, especially those related to customer satisfaction evaluation and loyalty strategies.

Natalia explained how the hotel collects customer feedback through satisfaction surveys and online review platforms. These tools help the hotel identify strengths and detect possible areas for improvement in service delivery.

The importance of maintaining long-term relationships with guests was emphasised through loyalty strategies such as personalised communication and special offers. The role of CRM systems in managing customer information and improving service personalisation was also presented.

Understanding these procedures allowed observation of how hotels maintain quality standards and improve guest experience through continuous evaluation processes. 

I also observed the service standards defined by the hotel group.

Eurostars Grand Central


During my stay in Munich, I also had the opportunity to explore the city and learn more about its culture and surroundings. Here are some pictures from the experience.







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