One of the most important (and undervalued) aspects of offering top-notch hotel guest services is consistency. It’s only through consistent levels of service and consistent experiential deliverables that a hotel’s brand is established in guests’ minds. Once the brand image is set in potential guests’ minds, hoteliers have even more work to do as they must ensure that they maintain their brand image and reputation over the long-term; after all, a successful brand takes years to build and only one bad experience to tarnish it – and with the popularity of social media and online reviews, one bad review can be enough to have a negative effect on your bottom line.
So, how can hoteliers ensure that they are delivering a consistent…