Guests’ perceptions of a hotel have a strong impact on whether they will recommend a property to friends or stay with the same brand again, so it is in a hotel’s best interest to cater to their customers’ needs from booking to check-out. “Hotels that proactively meet guest needs have the ability to create a positive guest experience,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power, Westlake Village, CA. “While service recovery is extremely important in the hotel industry, it’s most effective when the entire guest experience is a positive one,” he said. “Hotel staff members need to maintain a proper balance between proactively addressing needs and responding to problems effectively. Get the full story at Luxury Daily