Questionnaire Evaluation

The management of the Badger's Drift Hotel are interested in evaluating their guests' perceptions of the quality of their experience with the hotel. The primary objective of this is to identify whether any improvements could be made to the services they provide. The hotel manager has developed the following draft questionnaire (See ATTACHMENT 1) and has asked you to advise her on any areas of the questionnaire that could be improved.

Your task is to evaluate the questionnaire in ATTACHMENT. Specifically, you should clearly

(a) highlight any specific problems, and

(b) provide specific recommendations on how you would address those problems (e.g. by indicating how you would rewrite the question).

Your evaluation should clearly note the question that requires attention and the specific part of that question (e.g., wording, response format, layout, etc.) that is the problem. This should be directly followed by a specific recommendation for addressing the problem related to that question. You should follow this format for each issue identified. Marks will be allocated for each valid problem identified and the quality of recommended action to resolve the problem. Marks will be equally allocated to identification of problems (10 marks), and specific recommendations (10 marks).

ATTACHMENT 1 BADGER'S DRIFT HOTEL SURVEY Dear Guest, Thank you for staying at Badger's Drift Hotel. We are providing high standards of service and product quality. In our pursuit of excellence, we would appreciate if you could answer the following questions. We thank you for your support and hope you have a pleasant stay! Yours sincerely, General Manager Can you please rate the following; where 1=Excellent; 2=Satised; 3=Fair; 4=Dissatised. Guest Room 1. Cleanliness 1 2 3 4 5 2. Comfort 1 2 3 4 5 3. Bathroom supplies 1 2 3 4 5 4. Room facilities 1 2 3 4 5 5. Laundry/Valet 1 2 3 4 5 Reception and Service 1. Bellman 1 2 3 4 5 2. Front desk 1 2 3 4 5 3. Business centre 1 2 4 5 4. Operator 1 2 3 4 5 5. Group reception 1 3 4 5 Food and Beverages 1. Breakfast 1 2 3 4 5 2. Lunch 1 2 3 4 5 3. Food and wine selection 1 2 3 4 5 4. Waiter/Waitress service 1 2 3 4 5 Fitness Centre 1. The services provided by the tness centre management 1 2 3 4 5 2. The exercise equipment available 1 2 3 4 5 3. The fitness centre personal trainers 1 2 3 4 5 4. The location and opening hours of the fitness centre 1 2 3 4 5 Room Reservations 1. What influenced you to stay at Badger's Drift Hotel? Recommendation Travel agent suggestion Location Hotel Website Other 2. Purpose? Visit Business Holiday Conference Special Event Other 3. Was your reservation handled promptly and efficiently? Excellent Satisfied Fair Dissatisfied The final few questions ask you about your overall level of satisfaction with the hotel. Please answer on the scale where 1=Strongly Disagree and 5-Strongly Agree. 1. I like this hotel 1 2 3 4 5 2. Compared to other hotel's this is one of the best 1 2 3 4 5 3. Don't you think that it is important that we continually revise our prices to ensure we can offer the best services 1 2 3 4 5 4. Overall I am very satisfied with the price and quality of the hotel 12 345 Finally, some questions about you. Please circle the appropriate response. 1. What is your age? Under 18; 18-24; 25-34; 34-45; 45-64; 65 and Older 2. Your gender? Male Female 4. Which of the following best describes you? Professional Tradesperson Labourer Unemployed Clerical Semi-Professional Retired Homemaker 5. How often do you stay at hotels? Often Occasionally Sometimes Rarely Never 6. Where are you from? WA NSW ACT QLD NT VIC Thank you for your time