Customer Satisfaction and Relations

SHR prioritizes attentive and sincere service to ensure the highest level of customer satisfaction. Our hotels continuously gather customer feedback and prepare monthly reports to consistently improve service quality. All staff receive professional training to enhance their service skills, supported by technology such as online booking systems and customer service applications to increase convenience. Additionally, special privileges are offered to loyal customers to foster long-term relationships. Internal meetings are regularly held to analyze customer data and promptly refine services to meet customer needs effectively.

Performance

Business Opportunities and Risks

Listening to customer feedback provides SHR with opportunities to develop products and services that meet their needs, enhancing satisfaction and loyalty. However, failure to respond to customer needs or ignoring their suggestions may negatively impact the company’s revenue and reputation.

Service Quality Management

We are committed to delivering exceptional guest experiences through a comprehensive service quality management strategy. Our approach aligns with SHR’s business goals, industry standards, and ever-evolving customer expectations.

Continuous improvement is a key focus, leveraging new technologies and innovations to elevate service quality. We regularly monitor and evaluate performance, setting clear customer satisfaction targets for every hotel in our portfolio.

The Company appoints dedicated service quality managers at each hotel and provides convenient channels for customers to share feedback. All complaints are handled appropriately and transparently in accordance with our internal policies.

We also conduct regular training on service quality for general managers and staff, with ongoing evaluations to foster continuous development. Every employee is encouraged to cultivate an excellent service mindset and culture, ensuring the highest levels of customer satisfaction and maintaining the consistent quality standards of our hotels and resorts.