This report is a data skills portfolio focused on analyzing customer satisfaction at Best Southern Hotels and Spa, a hotel group operating in Surrey. The analysis begins with an introduction to the hospitality industry, highlighting the importance of customer satisfaction and the context of the hotel group's concerns regarding declining visitor arrivals. The report then delves into the discussion, examining current hospitality trends such as safety and hygiene, contactless payments, and the use of robotics. It also assesses the strengths and weaknesses of the hotel industry. The report includes a table summarizing the complaints received by each hotel, identifies the major issues, and provides recommendations for improvement, including training and development and fostering a positive work environment. The conclusion summarizes the findings and emphasizes the importance of adapting strategies to minimize customer complaints and improve work practices. The report also includes a references section with relevant books and journals.
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