Delivering a Great Guest Experience
By Sanjay Nijhawan COO, Guoman Hotels (UK) | June 06, 2010
The demands of guests have changed over the years, as travel for both business and leisure becomes more commonplace, our visitors are exposed to different experiences, quality and insights.
The internet and other new media channels have opened up the opportunity for people to share these insights so customers and potential guests have more information about hotels than simply the website, brochure and possibly a media review.
'Citizen Journalists' are the new influencers of consumer choice and they are continually looking beyond the expected for a memorable and different experience, either for business or leisure.
Therefore it is more important than ever that hotels consistently exceed expectations and ensure a quality stay.
1. Unique Service
As those of us in the hotel industry are only too keenly aware, good service should underpin the mission statement of all hotels. Getting it right, however, can be altogether more of a challenge and can mean the difference between success and failure.