
- Guest Service / Customer Experience Mgmt
- Renovation That Pays: Train Employees to Improve the Guest Experience
Improving the features and amenities of a property are an important part of any renovation, but making over your staff is the real differentiator. By training employees to elevate customer service levels and positively impact the guest experience, you'll see real improvement - especially in the bottom line. In this article I share how one Las Vegas property has combined organization-wide customer service training with an extensive renovation, elevating the property to four-star status and boosting room rates by $100 per night. In this case, the overall improvement to the guest experience was not only a competitive strategy, but a profitability strategy as well. READ MORE