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Andrew Ladd
By understanding guests ’ preferences , habits and past experiences , hotels could offer more personalized services , increasing guest satisfaction and , ultimately , loyalty . Greg Juceam , ESA : The emergence of home sharing and
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alternative accommodations over the past decade has created some confusion and commoditization amongst portions of the guest base . An important distinction is that hotels are not in the business of simply providing beds ; rather , they offer hospitality services as part of the guest experience . Hotels can continue to differentiate themselves from the other industries by emphasizing the genuine care or personalized services for guests from its property staff . While staffing levels and services are dictated by price point , having caring people onsite to serve guests makes all |
the difference . Sean Hehir , Trinity Investments : There is something to say about the physical asset condition and when and how assets are renovated . There is currently a significant amount |
Sean Hehir |
of outdated product that needs to be renovated or redeveloped . While many times the brands are producing the property improvement plans for ownership to complete , our in-house development management team is more hands on throughout the entire process . Our industry is shaped by experiences that stem from both the physical assets and the network of people within them . Something I believe the hotel industry is great at is being resilient . The people in this industry had to quickly adapt to withstand the test of COVID-19 . We all came out stronger because of it . |