The right employee interaction at the right touchpoint in a guest’s stay can greatly increase the chances of a repeat booking.
The problem is, there is no magic formula for putting the right person in the right place at the right time. Hotel employees are often busy and stretched thin. Additionally, hotel executives are sometimes so focused on the KPIs that they don’t take the proper steps to keep employees tightly tied into company culture and inspired to do great work.
Nevertheless, the talented people you attract, develop and retain are those who will make your customers choose your brand, return to your hotel, and support your business. This is a mission critical objective for every hotel.
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