One of the critical elements that make or break a hotel’s guest experience is its staff, and that staff’s ability and willingness to go the extra mile for your guests.
The right employee interaction at the right touchpoint in a guest’s stay can greatly increase the chances of a repeat booking. But, if your guests don’t get what they need or expect from your brand, they’ll go elsewhere.
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.
Here are some steps you can take within your organization to keep your employees excited about engaging with your customers and empower them with the right tools to deliver that perfect guest experience.
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