Leading hotels have always sought to handle the deluge of guest requests in a satisfactory and time-sensitive manner.
The challenge today lies in the fact that guests expect ever-faster responses and ever-better service quality. They also expect a vast array of options for communicating their requests.
Hoteliers, in turn, need to meet these expectations. And because the frontier on guest experience management continues to advance, they also need to ensure that they are driving optimal performance improvement on an ongoing basis.
For starters, this means tracking and measuring service request response and resolution rates using ticket-tracking and other relevant metrics.
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