Our eBook, The Hoteliers Handbook to Managing Guest Expectations in the Digital Age, offers expert advice on setting and managing guest expectations. Here, well look at four of the most common ways that customers voice their dissatisfaction, and how you can tackle them head-on. With any luck, you will transform someone who might not stay with you again, into an outspoken promoter of your hotel.
New Data Reveals Dramatic Bottom Line Impact
Managing Editor Michelle Renn interviewed fellow Atlanta based hospitality expert Paul Breslin, Managing Director of global consultancy Horwath HTL, to discuss 2017 industry predictions for various topics including the Marriott-Starwood merger, Manhattans historic NoMad District, and the overall outlook for the industry this year.
Lets take a closer look at the personality types of those who complain, as well as those who are responsible for receiving and resolving complaints.