Luxury Hoteliers Magazine 3rd Quarter 2021 | Page 73

89 % of consumers who switch their business to a competitor do so because of a poor experience . Arming frontline staff with realtime insights is a key way to ensure consistently excellent guest experiences .

Human-Driven Personalization

When it comes to driving RevPAR in 2021 and beyond , repeat stays will be key which means that guest experience is more of an imperative than ever . This is particularly crucial as hoteliers rehire staff in anticipation of the return of

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