Column: Experiencing the hotel as a guest can uncover weak points

04/4/2012 |

Hoteliers should take themselves and their staff on the same journey that guests take at their hotels to find room for improvement, writes Caroline Cooper, founder of Zeal Coaching. "Taking the customer journey is something every business should do so staff can understand the guest experience, helping you glean insights on what your hotel can do better," Cooper writes.

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