The future of guest feedback: Proactive vs. predictive experiences
Aug 03, 2016
In every area of business, being proactive beats being reactive. However, the notion of being proactive rather than reactive when it comes to providing positive guest feedback is still a foreign concept to many in the hospitality industry.
It doesn’t just mean offering your guests a pleasant stay in the hopes of a positive review. Rather, it's about actually understanding the needs of each individual guest to provide them with the best experience.
How?
Self-Service Model
Guests like good service but it doesn’t mean they want to talk to your staff every time they want a new bottle of hair conditioner. e3’s Travel Trends whitepaper noted that airports are moving to self-service models (self-bag drop and self-boarding) in an effort to gain a competitive advantage.
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