MKG

Although many companies are now eager to cut back on expenses, quality control measures will prove to be the defining factor and key element in such a competitive and volatile environment.

MKG Qualiting, a division of the MKG Group has released a new online client satisfaction platform called OlaKala (OK), used to survey hotel guests or destination visitors, in attempt to combat the current cut-throat and volatile markets.

“This tool allows individual and chain hotels, as well as destination tourism authorities to accurately monitor client satisfaction levels, analyse trends and in turn optimise performance,” stated Director, MKG Qualiting, Valérie Husser.

“Although the current economic situation has somewhat forced many companies to cut back on expenses, quality should not be overlooked. In fact, it is even more important that during such a competitive and uncertain situation, important clients remain the primary focus, with extra effort made to please them,” continued Husser.

OlaKala’s main function is to collect, report and action vital data in real time. With the ability to customise client surveys, including multilingual functions and optional add-ons, subscribers can access results instantaneously and manage unsatisfied clients. Clients receive regular e-mails, inviting them to complete a simple survey, customised with the hotel’s image and brand, i.e. logo & colours. Questions are then filtered according into a client profile.

According to Husser, OlaKala is a much more cost-effective and practical method for collecting data – 30% cheaper than traditional survey techniques and producing standardised and consistent results. The same programme can be implemented by other hotels in the group, consequently reducing operating, installation and setup costs, whilst homogenising the overall system.

“No doubt the fundamental aspect of OlaKala is its ability to analyse and action crucial information, such as receiving instant warnings on unsatisfied clients and then managing them accordingly. Beyond this, the service indicates to your client a level care. OlaKala is user-friendly, with its Graphic User Interface (GUI) application, easily accessible, non-invasive and most importantly, results driven,” added Husser.

Quality at a destination level

Realising the importance of travel and tourism to national economies and taking into account travellers’ expectations and key market players’ constraints, MKG Hospitality has developed critical techniques and trainings necessary for success.

“Implementing quality management procedures in a destination is fundamental, especially during such a difficult period,” commented Market Development & Research Manager, MKG Hospitality, Michael Komodromou.

“Domestic and international travellers are becoming more-and-more demanding, whilst competition is very quality-conscious. It is crucial that a destination demonstrates to its visitors that their well-being and post-purchase satisfaction is a strong and growing value. Otherwise why should they return?” added Komodromou.

Drawing examples from two recent case studies, MKG Hospitality will present an in-depth analysis on quality control and uniformity within a destination’s travel and tourism industry at Equip’Hotel Middle East on December 15. This presentation will delve into the essential components of Initiating the idea, Integral Planning and Transformation, as well as Collective Implementation towards creating a standardised tourism Code-of-Conduct. The two examples will focus on Qualité TourismeTM, commissioned by the French Ministry of Tourism and the Only Cannes quality label.

“Although individual quality acceptance is great, a collective market agenda and common goal is the ideal model – strength through unity,” concluded Komodromou.

Joëlle Renno
MKG Group
+33 (0) 1 56 56 87 95

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