Column: 5 steps to prevent a decline in guest service

07/22/2013 | 4Hoteliers

Spotting weaknesses in customer service before they damage the hotel's reputation can be difficult, but hoteliers can keep their service quality in check with a few simple steps, writes Caroline Cooper, founder of Naturally Loyal. Hoteliers can gauge their property's competence in providing service by gathering customer feedback, conducting regular personal audits of the property and keeping an eye on business with past guests, Cooper writes.

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