An Insider's Guide to Guest Satisfaction | Interviews with Five Industry Executives
Five Industry Executives Share How to Achieve the BEST Customer Satisfaction
An Insider's Guide to Guest Satisfaction by Beth Mahler
Striving to improve customer satisfaction? Being smart, you already know understanding perceptions and customer satisfaction is essential to helping improve and grow a business.   How do experts in the industry run their properties to achieve the BEST customer satisfaction? 
  • How to Drive Up Intent to Recommend
  • Focus on Problem Solving and Resolution Skills
  • Actions to Maintain High Guest Satisfaction
  • Actions to Improve Less than Desired Guest Satisfaction
  • Social Media Feedback vs. Direct Feedback
Interviews with:
  • Mr. Robert Reeves, General Manager, The Lord Jeffrey Inn
  • Mr. Ted Horan, Director of Guest Experience Hospitality and Products, Colonial Williamsburg Hospitality
  • Mr. Robert Palmer, Director HE Operations & Quality Assurance, Xanterra Parks and Resorts
  • Mr. Louis Vasquez, Director of Hotel Operations, Palms Hotel and Casino
  • Mr. Shawn Gracey, Area Managing Director, Destination Hotels and Resorts

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