| Abstrakt: |
The article looks at the strategies being employed by hotel businesses in their aim to achieve and sustain customer satisfaction. According to Niki Leondakis, chief operating officer of Hotels & Restaurants, by means of creating a culture of listening to a customer's wants, they manage to create a guest-centric hotel experience. Stewart Collins of Delaware North Companies states that guest engagement is being measured through their guest-feedback surveys. At Embassy Suites Hotels, customer satisfaction tracking system is being employed. INSETS: TripAdvisor: A Hot Spot For Feedback;The Value Of Returning Guests. |
