TRENDING
How eroding customer satisfaction impacts profit
IMPLEMENTING AND TRACKING SPECIFIC FEEDBACK FROM CUSTOMERS WILL ALLOW FOR OPERATION AND SERVICE MODIFICATIONS THAT ARE IMPACTFUL TO THE GUEST EXPERIENCE .
By HOTELS EDITORS
AAs hotel demand returns to pre-COVID levels ( or exceeds it in the case of destination resorts ), hotels are facing new challenges particularly as it relates to the guest experience . Staffing shortages , supply chain challenges and reduced or modified levels of service show their scars throughout the industry . What has changed ? Customers are voicing discontent . If hotels are charging more , guests want to experience service levels that support the increased rate . How can hoteliers put customers first while dealing with a plethora of new operational challenges ?
Eliot Lamb , hotelAVE , Providence , Rhode Island : The hotel industry saw the largest GOP margins achieved
26 hotelsmag . com Jan / Feb 2023