Column: Service upgrades should accompany hotel recovery

01/31/2012 |

The gradual improvement in business trends should prompt hoteliers to review their properties and operations for areas of improvement, writes Birgit Radin, managing director for the Inn of Chicago and The DoubleTree by Hilton Hotel Chicago-Magnificent Mile. Boosting guest experience starts with polishing up the hotel workforce, which may need retraining or expansion to deliver a higher standard of service. In return, hoteliers should provide ample incentives to reward employees for their hard work, Radin writes.

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