Hoteliers finally get it – using social media and understanding the guest experience works
Hotels need to actively listen to customers with technology and put feedback into action in order to create better experiences.
The guest experience is often mentioned over and over by CEOs and senior hotel executives as the key to success in today’s market.
The recent 35th annual edition of the NYU International Hospitality Industry Investment Conference was no different, with David Kong, CEO of Best Western Hotels claiming:
“We see a direct correlation between experience and guest loyalty; between satisfaction and the likelihood our hotels are recommended to others.”