Samenvatting

This paper researches the problem about how the small, four-star, private hotel Navigare NSBhotel in Germany can improve guest satisfaction through an internal communication structure during the guest 's stay.
The relevance in finding a solution to the above-mentioned problem is that the hotel currently faces problems with regards to guest satisfaction, a decrease in arrivals and an increase of prices as well as a lack of an efficient internal communication structure.
On behalf of semi-structured self-completion surveys amongst staff and guests as well as personal managment interviews, several results are found.
First of all, there exists the need for a combination of innovative, technological and print means of communication, a better connection of hotel departments as well as a regular guest analysis. This analysis and a better connection and communication of staff and management is going to improve guest knowledge concerning their wishes and complaints. Ultimately, staff would be better informed about and prepared for guests. Apart from that, there also exists the wish for more managerial clarifications and explanations with regards to how and to what extent to react to certain guests ' wishes and complaints. Linked to this is a needed improvement of staff reaction to the latter. Finally, positive guest feedback realted to staff is preferred to be shared with and spread amongst staff to show appreciation.
In conclusion, it can be said that there exists the necessity for an internal communication plan with a focus on a strategic combination of different communicative means to ensure a better connection, communication and overview of information related to guests ' wishes and complaints. This plan should additionally consider a customized and more flexible approach.