The Guest Experience is the competitive battleground for all hoteliers.
As meeting guests’ emotional needs is 70% of the guest experience, it more important than ever to go to greater depths to understand how guests feel about you.
What are their emotional drivers and how can you use this intelligence to anticipate their needs, identify new revenue opportunities and create profitable experiences?
Understanding how to evoke positive emotions for your guests will enable you to create powerful memories for them that they want to share.
Emotions help create memories. Memories create stories. Positive memories and stories drive revenue as guests become an advocate for your property.
Going beyond the usual guest feedback channels such as apps, text, email and paper surveys is necessary to get inside the minds of your guests.
Here are four key actions you can take. Read more
By: Anne Blackburn (Anne is the co- founder of the award winning Sidona Group)
The above is an extract of the original article available at: Hotel Industry Magazine
Note: This article was originally published in the Q3 2014 edition of Hotel Industry Magazine.