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Category Archive for: Guest Experience

customer service

The Key Ingredients to a Winning Customer Experience

One of my favorite quotes is: “Trust takes years to build, seconds to break, and forever to repair.” There’s much debate as to the owner of this quote but that’s not what matters. What matters is that this sentiment succinctly sums up the significance of stellar customer service, particularly in today’s competitive, highly saturated market.…

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leadership

Customer Loyalty Starts with Leadership

Start With Example-Based Leadership Both customers and staff at every level seek a sense of strong leadership at the helm of any business, and our industry is the best example of that. Actionable protocols, training, policies and procedures that keep operations running smoothly and consistently, always with an energetic and positive attitude — these instill…

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guest experience

7 Great Ideas to Improve the Guest Experience

Hotel management and staff can get excited about creating an extraordinary guest experience. Brainstorming should be passionate and full of creativity, without limits. Obviously actual actions should be within the confines of hotel policy, but ideas themselves should never be confined, and a hotel should have a reasonably flexible atmosphere that allows for random acts…

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