Staff is key to customer satisfaction, IHG official says

12/4/2012 |

Jim Anhut, a branding executive with InterContinental Hotels Group, told a panel at last month's American Hotel & Lodging Association's Hospitality Leadership Forum that the industry needs to look beyond technology for satisfaction ratings and focus on the staff. "The focus of [IHG] right now is to look at the [GM] as the brand manager. The brand is really delivered through the people at the properties," Anhut said.

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