What does a guest mean to you?

Did you ever ask yourself what a guest means to you? Is a guest valuable to you? Is each guest an unique person to you? Do you treat each guest the same way? What makes a guest special? Do you prefer one guest over another?

Take a moment and think about these questions. The answers seem to be no-brainers, but are you really living what you’re thinking in regards to this topic?

There is one fact that has to be mentioned and emphasized, although it is crystal clear. The guest is the person who is paying your bills. Guests provide income for the hotel. Your hotel is up and running only because you are satisfying your guests.
By reading your online ratings you can have an idea how satisfied are your guests with your services and facilities.

Now, what do you think is going to happen if you focus 100% on your guests? Ask yourself: how much am I really focusing on my guests right now? Give yourself a percentage from 0-100%. If you have a percentage of 50%, your occupancy rate is quite...

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