As a business owner, providing customer satisfaction is your ultimate goal. Find out how Marsha Chua of One Vittoria Hotel used connectivity to improve her guests’ overall experience.
Customer satisfaction is crucial for businesses. Especially in the tourism industry, where feedback can make or break your brand with just one viral social media post, your guest’s experience is something that you can never take for granted.
This is one of the best lessons Marsha Chua, owner of Marsha’s Delicacies and One Vittoria Hotel, has learned throughout her time running businesses. Because she caters to people from all walks of life, she needs to make sure her shop’s products and her hotel’s amenities are of world-class quality. In addition to that, she needs to make sure that all customers entering her business establishments are able to share their experience with others and spread the word about what she has to offer.
Over the years, Marsha’s Delicacies has become one of Vigan’s leading pasalubong centers. Having started with cassava cakes, Marsha started baking after she got married, and eventually turned her hobby into a full-time passion for business. After the success of Marsha’s Delicacies, she wanted to expand further and take advantage of Vigan’s reputation as a tourist destination, thus putting up One Vittoria Hotel.
One Vittoria Hotel is a great place for tourists and locals alike. Visitors love the world-class quality provided by Marsha and her staff, who hold their services to a high standard. Locals, on the other hand, find it a great place to enjoy a staycation, as the hotel’s rooms and Vigan’s tourist spots are more than enough to guarantee they get days’ worth of fun.
Guests also come for the menu at The Commissary, the hotel’s in-house restaurant that features delectable fusion dishes and refreshing drinks that perk up any audience. Marsha herself makes it a point to ensure that her guests get only the best quality, from the food they eat to the state of the rooms they enjoy.
What sets One Vittoria apart from other hotels in Vigan is the modern feel to it. For guests who are looking for a more contemporary and less antique-looking place to stay, it boasts modern comforts as well as a more up-to-date design.
Of course, this modernity is completed by the presence of technology in their hotel. One of the amenities guests also enjoy is the strong and stable Internet connectivity that they can always rely on.
With this connectivity, they can check out the hotel and its amenities, book day tours in Vigan or work from their rooms, and most importantly, share their experience with others through social media. This is a win-win situation for them as well as for One Vittoria, because the guests’ good feedback boosts the hotel’s reputation and profits.
However, the road to providing good connectivity was hard at first for One Vittoria. Marsha admits that in the beginning, slow Internet connection was one of their toughest challenges to overcome. While all the feedback they received regarding the hotel and its amenities was positive, there was always one complaint that stood out: they couldn’t provide fast or reliable Wi-Fi to their guests.
That changed, however, when they switched to the Direct Internet provided by Globe myBusiness. They can now provide stable and secure Internet connection to their guests, who stay connected even when they’re at the hotel.
Unlike before, Marsha and her staff no longer receive complaints about slow Internet connection. As soon as their customers enter, they can instantly be on the Web and connect to their friends and family. Travelers can post about the modern beauty One Vittoria adds to the traditional landscape of Vigan on their blogs. Photography enthusiasts can upload stunning pictures of views and quirks on Instagram. Guests can rave about their great experience on Facebook or Twitter, and executives or e-commerce business owners can keep track of their operations and employees at any point in time.
While their Internet connection isn’t perfect yet, they’re already very proud of how far it’s come. They’re also looking forward to improving their connectivity further, as a push to achieve the excellence Marsha takes pride in providing.
In fact, there’s much to look forward to at One Vittoria. In the next few months up to the next few years, they’re planning to improve their facilities in addition to their modern technologies, constructing amenities like a pool, gym, spa, bar, convention center and team building venue. Throughout these changes, Marsha intends to be as hands-on in the business as she has always been, working at the hotel from sunrise till long past sunset.
Her dedication is something all business owners can be inspired by, but there’s something else that brings her ventures closer to success every day: adapting to technology and using it to provide her customers with perfect experiences. After all, that’s exactly what they’re looking for.
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