Employee Satisfaction? Internal internet, bonusCRM and Hotel IndustryFormerly the hotel function only as a place to sleep for consumers who travel on business or leisure and have no relation at the destination. Over time, the hotel function increased. Currently, the hotel is often used for weddings, corporate meetings, launching of new products a company and not infrequently used the hotel for the weekend means for high society.

Consumer today is critical who are very careful in spending money. They consider many factors to choose a product or service, including hospitality services. Therefore it is very important for the Hotel Grand Darmo Suite Surabaya, which is one of the providers of hospitality services in Surabaya to design appropriate marketing concept because only companies that have insight into consumer and marketing concepts that can survive.

In the hospitality industry, nothing is more important than customers. Everything revolves around them. Understanding customers, knowing how to talk to them, making sure they generate repeat business and finding other customers like them are at the heart of CRM. CRM brings benefits to the organization that generate a lot of information about customers So that make CRM ideally suited to the hotel industry, especially when implementing it successfully and effectively, taking into our account that hotels receive a lot of data about customers. Such data can be transformed into useful knowledge about them. Hotel industries worldwide are therefore constantly on the look-out for the most rewarding ways not only to meet but exceed customer expectations with every consequent experience. Cost effective, tenable, and of course customer centric plans and strategies are an absolute must to stay afloat in this industrys competitive environment.For the hotel industry, success and profitability are dictated by the ability to continually acquire, retain and service their customers, and ensure that customers remain customers for life. Profitability here does not just meaning tangible outcomes like ROI and revenues, but the intangible success factors like goodwill and reputation count too.

Grand Darmo Suite Hotel Website Recommendationhttp://www.granddarmosuite.com/The company website is pretty good, there are features that provide guest to see the information about the hotel, see the rooms and dining room with images included there, room rates per night, facilities that provided by the hotel for the guests, gallery which contain images inside the hotel, and there are also news and event which contain the activities and the promo the hotel give in. The company website has its own advantage that it is capable of providing many complete information about the type of the rooms, rooms that available, promos and latest facility of the hotel to hotel guests. In addition, the hotel guests can obtain such information over the companys website without having to come to the hotel by themselves. So, overall the companys website can help customer retention and retain new customers.Our suggestion: Add live chat in their website as their CRM strategy. Why?A study called Making Proactive Chat Work that was conducted by Forrester Research found that live chat is convenient for customer. Online chat system provided customer immediate access to help. Wait times are often much less than a call center. Additionally, the cost that customer have to pay to called the hotel is non existents. An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and emarketer.com survey found that 63% were more likely to return to website that offers live chat.

4 Star Hotel CriteriaFour-star hotels are considered superior properties that distinguish themselves with a high level of service, hospitality, and quality. They offer a wide variety of amenities and upscale facilities, as well as well-integrated design, stylized room decor, very good restaurant facilities, and landscaped grounds. Often the hotels have a business center and target the local and international business traveler. The comfort and convenience of the guests is the staff's prevailing concern. Almost always the staff has a good level of English. Often a four-star hotel can offer the same quality and service as a five-star hotel. Often the difference is that the hotel lacks large banquet facilities or a sports facility that is required for a five-star rating. Staying in this type of hotel benefits the travelers or guests that do not require these facilities but can still enjoy the accommodation and service of a five-star hotel with four-star prices.Bellow is the classification of hotels in Indonesia are issued by government regulation, Deparpostal and made by the Director General of Tourism. SK: Kep-22 / U / VI / 78 are as follows:1. Four Stars (****)1) The minimum number of standard room is 50 roomsGrand Darmo Suite has 150 standard rooms called deluxe rooms2) The minimum number of suites rooms is 3 roomsGrand Darmo Suite has 33 suites rooms called executive rooms3) The bathroom is in the room4) The minimum wide of standard room is 24mGrand Darmo Suite standard room is 32 m5) The minimum wide of suite room is 48mGrand Darmo Suite suite room is 50 mIn conclusion, Grand Darmo Suite Surabaya Hotel has fulfilled the requirement to become a 4 star hotel.

Definition of ServiceAccording to Lovelock (1996), the key differences of services and goods is the fact that services consumers often receive the value of the service without getting a permanent ownership of tangible elements. For instances, marketers offer consumers the opportunity to rent the use of physical objects such as hotel rooms and equipment available in the hotel rooms.

As said by Zeithaml and Berry (1996), many service or services packaged in a multidimensional or complex, which consists of many different elements and in extreme it explained that the service is an act, process and performance.

This definition describes a services are intangible. Therefore services can not be seen, touched, held or stored, so that the advantages of the new services can be perceived by consumers as they consume. In this case the assessment of the quality of a service related to how the quality of a service that felt comfortable by consumers.

Service QualityGeneral definition of service quality or often abbreviated SERVQUAL expressed by Zeithaml (1996) that "a customer's judgment of the overall excellence or superiority of a service". Furthermore, SERVQUAL as described by Parasuraman, et al (1996) has five dimensions as follows:a. Tangibles is appearance of the organization's facilities, equipment and employees communication material.b. Reliability is delivering the promised performance dependably and accurately.c. Responsiveness is the willingness of the organization to provide prompt service and help customers.d. Assurance (combination of items originally designed to assess competence, credibility, courtesy and security) is the ability of the organization's employees to inspire trust and confidence in the organization though Reviews their knowledge and courtesy.e. Empathy (combination of items designed originally to asses, communication and understanding the customer) is personalized attention given to a customer.Customer LoyaltyKotler (2000) said that "the long-term success of the a particular brand is not based on the number of consumer WHO purchase it only once, but on the number who become the repeat purchaser". In this case it can be concluded that a loyal customer is not measured by how much he bought, but of how often he re-purchase, including recommended others to buy.Meanwhile, according to Zeithaml et. al. (1996) final purpose of the company's success in a relationship with customers is to establish a strong loyalty. Strong indicator of loyalty is:1. Say positive things, is to say something positive about the product that has been consumed.2. Recommend friend, is recommending a product that has been consumed to a friend.3. Continue purchasing, are purchases made continuously to a product that has been consumed.

Kotler, P. (2000), Marketing management: Analysis, planning, implementation and control, (8th edn), New Jersey: Prentice Hall International.Inc. Lovelock, C. H, (1996). Service marketing, (3rd edn), New Jersey: Upper Saddle River.Zeithaml, A. V., Berry. L. L., & Parasuraman, A. (1996, April). Journal of Marketing, (60), pp. 41-46. Zeithaml et al., (1996). Measuring the quality of relationship in customer service: An empirical study. European. Journal of Marketing.(Kotler, 2000)(Lovelock, 1996)http://www.livechatinc.com/kb/frequently-asked-questions/https://blog.kissmetrics.com/live-chat/http://www.providesupport.com/about-us/articles/ten-reasons-to-use.html