How many hotels do you know of that promise a great guest experience? It’s hard to think of any that don’t. But how many of them really deliver it?
These days, when the promise and the experience don’t match up, guests will not only tell their friends, they’ll slash your bookings by trumpeting the bad experience on sites like TripAdvisor, Booking.com. Twitter and Facebook.
There’s no question that most hotel managers want to deliver a great guest experience, but wanting and doing it are two very different things. To provide outstanding guest experiences you need a combination of core values, great staff and effective processes to back them up.
via Do Your Internal Processes Line up with Your External Promises? , by Tema Frank.