By the time a guest arrives at your hotel, his or her expectations have been set by everything they have gleaned from your website and online ads to past guests’ reviews to word-of-mouth from friends and family. Now it’s time to deliver the promise. Is your team ready? By helping the operations team understand and anticipate who is coming in to your property, customer service can be better aligned with the guests’ expectations. At the same time, marketing should rely on operations to understand the property experience from the guest’s point of view. You’ll want to keep track of the guest experience at your property from the operations’ perspective in order to better focus on the key issues that truly resonate with your target guests. Get the full story at HSMAI