Samenvatting

Steigenberger Hotel Am Kanzleramt is a First Class conference hotel located in the centre of
Berlin, Germany. It belongs to the renowned German hotel chain Steigenberger Hotel Group.
The hotel opened on May 1st, 2014 and since then it has established itself as a popular business
hotel and convention venue.
The Convention Sales Department is responsible for the organisation and planning of meetings,
incentives, conventions and events taking place at Steigenberger Hotel Am Kanzleramt.
Due to the hotel’s novelty and a lack of corporate guidelines, no systematic strategy for collecting
feedback from delegates and larger groups of hotel guests exists up until now. The hotel
is aware of the need for such a feedback collection and processing strategy as this would
help reviewing service operations on a regular basis. In addition to that, feedback is thought
to enable the hotel to pick up on emerging hotel trends, customer needs and wants as well as
to strengthen customer relations.
Therefore, this paper seeks to shed light on how feedback could possibly be collected from
international meeting planners and organisers of group travels, who are the Convention Sales
Department’s main client groups. These professionals are the direct contact persons for Convention
Sales staff and go through the entire organisational process with them. This is why
they have sufficient insights to provide constructive feedback on the hotel service encounter.
Additionally, this paper seeks to elucidate how customer feedback could subsequently be
processed in order for departmental learning to occur.