The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Alongside amenities in community spaces, guests prize the comfort they can enjoy in their rooms — soft linens and a plush bed, temperature control, and, for many, a great book. Offering new amenities doesn’t require a huge investment of money or space. In fact, an in-depth analysis of hotel amenity usage published in the Boston Hospitality Review found that the most frequently used amenities were right in the privacy of guests’ hotel rooms. Appealing to bookish visitors can bridge the gap by off...