Hotel surveys are the best way to get feedback and ideas from both customers and employees. These surveys give hotel managers helpful information, help find problem areas, improve the guest experience, and build a supportive workplace culture. Here are some essential things to think about when making a hotel survey:

Customer Surveys 

• By doing customer satisfaction surveys, hotels can learn more about their guests’ likes, dislikes, expectations, and general level of satisfaction.
• Feedback from customer surveys shows hotels where they can improve their buildings, services, and relationships with customers.
• The information from customer surveys can improve the guest experience, increase customer loyalty, and encourage good reviews and recommendations.

Employee Surveys 

• Employee satisfaction surveys are a way to determine how engaged and happy hotel staff are with their jobs.
• Employee survey answers could show problems affecting retention, efficiency, and morale.
• Hotels can improve employee happiness, loyalty, and success by solving problems and making the workplace suitable.
• Employee surveys can show where work-life balance, training and development, and recognition and awards can be improved.

Customer Satisfaction Questionnaire for Hotels 

Hotel customer surveys can cover a variety of themes, including:

• Overall satisfaction: Guests are asked to rate their overall pleasure with their stay.
• Housing questions focus on how comfortable, tidy, and well-equipped the rooms are.
• People express their opinions on how friendly, skilled, and helpful the hotel personnel is.
• Swimming pools, fitness facilities, restaurants, and Wi-Fi are all rated by hotel customers for their quality and accessibility.
• There are frequent concerns regarding the quality of food and drink, particularly in restaurants and room service.
• Check-in and check-out procedures: Guests are asked to rate the ease and speed with which the check-in and check-out procedures perform.
• People that respond to surveys may be asked about cleaning, concierge service, or the spa.
• Recommendations and loyalty: Guests can comment on what they enjoyed about the hotel and how likely they are to return or tell others about it.

Here’s a sample hotel customer survey questionnaire that you can use as a starting point:

Demographic Information:

• a. Gender:
  • Male
  • Female

Other

• b. Age:
• Under 18
• 18-24
• 25-34
• 35-44
• 45-54
• 55-64

65 or above

• c. Country of Residence:

Reservation Experience:

• a. How did you make your reservation?
  • Online booking platform (e.g., Expedia, Booking.com)
  • Hotel website
  • Phone call
  • Walk-in

Other (please specify)

• b. Rate your overall satisfaction with the reservation process:
• Very satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very dissatisfied

Check-in Experience:

• a. How would you rate the friendliness and efficiency of the front desk staff?
  • Excellent
  • Good
  • Average
  • Poor

Very poor

• b. Did the hotel staff provide you with all the necessary information during check-in?
• Yes, everything was explained clearly
• Yes, but some information was missing

No, I had to ask for specific details

• c. How satisfied were you with the speed of the check-in process?
• Very satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very dissatisfied

Room Experience:

• a. How would you rate the cleanliness and tidiness of your room upon arrival?
  • Excellent
  • Good
  • Average
  • Poor

Very poor

• b. Did the room meet your expectations in terms of comfort and amenities?
• Yes, it exceeded my expectations
• Yes, it met my expectations

No, it fell short of my expectations

• c. Were there any issues with the room (e.g., maintenance, noise)?
• Yes (please specify)
• No

Service Experience:

• a. How would you rate the responsiveness and attentiveness of the hotel staff?
  • Excellent
  • Good
  • Average
  • Poor

Very poor

• b. Were your requests and inquiries handled to your satisfaction?
• Yes, without any issues
• Yes, but with some delays or minor issues

No, my requests were not adequately addressed

• c. Did you use any additional services provided by the hotel (e.g., restaurant, spa, gym)?
• Yes (please specify)
• No

Overall Satisfaction:

• a. How would you rate your overall experience at the hotel?
  • Excellent
  • Good
  • Average
  • Poor

Very poor

• b. How likely are you to recommend this hotel to a friend or colleague?
• Very likely
• Likely
• Neutral
• Unlikely
• Very unlikely
• Additional Comments:
  • Is there anything else you would like to share about your stay at the hotel?

Thank you for taking the time to complete this survey! Your feedback is greatly appreciated

hotel customer survey questionnaire

Employee Satisfaction Questionnaire for Hotels 

An employee satisfaction survey is meant to find out how happy hotel workers are with their jobs, how they like working there, and what their general experience has been like. Here’s an example of a questionnaire for a survey about how happy hotel staff are:

Personal Information:

a. Name:

b. Department/Position:

• c. Length of Employment at the Hotel:

Job Satisfaction:

• a. On a scale of 1-5, rate your overall job satisfaction at the hotel.
  • 1 (Very Dissatisfied)
  • 2 (Dissatisfied)
  • 3 (Neutral)
  • 4 (Satisfied)

5 (Very Satisfied)

• b. What are the primary factors influencing your job satisfaction? (e.g., work-life balance, compensation, career growth opportunities, work environment, etc.)

Work Environment:

• a. How would you rate the hotel’s work environment?
  • Excellent
  • Good
  • Average
  • Poor

Very Poor

• b. Do you feel valued and appreciated by your supervisors and colleagues?
• Yes, always
• Yes, most of the time
• Sometimes
• Rarely

Never

• c. Is there open and effective communication within your department and with other departments?
• Yes, always
• Yes, most of the time
• Sometimes
• Rarely
• Never

Training and Development:

• a. Has the hotel provided adequate training and development opportunities for you to perform your job effectively?
  • Yes, fully satisfied
  • Yes, to some extent

No, not satisfied

• b. Do you feel supported in your career growth and advancement within the hotel?
• Yes, fully supported
• Yes, to some extent
• No, not supported

Recognition and Rewards:

• a. Does the hotel have a system in place to recognize and reward employee performance?
  • Yes, it is well-established
  • Yes, but it could be improved

No, it does not exist

• b. Have you received appropriate recognition and rewards for your contributions and achievements?
• Yes, always
• Yes, sometimes
• Rarely
• Never

Work-Life Balance:

• a. Does the hotel support a healthy work-life balance for its employees?
  • Yes, strongly agree
  • Yes, somewhat agree
  • Neutral
  • Disagree

Strongly disagree

• b. Are you satisfied with the flexibility of your working hours?
• Yes, fully satisfied
• Yes, to some extent
• No, not satisfied

Overall Experience:

• a. How likely are you to recommend the hotel as a workplace to others?
  • Very likely
  • Likely
  • Neutral
  • Unlikely

Very unlikely

• b. Is there any additional feedback or suggestions you would like to share about working at the hotel?

Thank you for participating in this survey! Your feedback will help us improve the work environment and employee satisfaction at our hotel.

Conclusion 

Overall, hotelsurveys give hotels a good idea of how customers and employees feel. This let’s hotels make smart choices, make any needed changes, and provide visitors with memorable experiences while giving employees a great place to work. By doing these surveys regularly and acting on the results, the hotel can improve the happiness of its guests, the engagement of its employees, and its overall success.