Charmed by Hospitality Marketing

Two of the biggest fears a hotel employee should have are, “Does our competition have better service than us to sway our best clients?” and “Does the competition’s customer service levels steal potential hotel group business?” The worst way to approach customer service is, “This is how we’ve been doing it for X years and it works.” Hotel guests want a “wow factor” and this applies to low-budget hotel accommodations too; most people enjoy being impressed. So, what can be done to improve hotel customer service from the top down?