As hoteliers, we often focus so much on delighti
ng our guests while on-property
that we forget about
Guest satisfaction begins during
information gathering stage, where prospective guests consult hotel websites, social media, online travel agencies (OTAs) and online review
to ask for advice or validate recommendations. How your hotel is positioned across these sites and how you communicate with prospective guests is critical
to capturing the initial booking and beginning your relationship with your guests.
atisfaction, even before the guest arrives on the property.