Retention has become a strategic priority for many hotels because of its strong impact on the brand, its employees, and its guests — a trifecta that represents how interdependent, important, and fragile the relationship is between all three stakeholders. One break in the chain, and it all falls apart.
Which is why it is so important to deliver guests exceptional experiences pre-, during-, and post-stay to build loyalty and reduce churn. And why hotels must strive to hire people who have the hospitality gene and an innate desire to serve.
We hope you enjoy it.