The internet has changed the way consumers make their purchases in that people can research their options online and read the opinions of their peers. These opinions, or reviews, are far more influential on a consumer’s purchasing decision than any content created by the organization simply because the organization has little control over said content. And this applies to the hospitality industry just as much as any other sector.
It all starts with a certain mindset, and this article accurately describes how to create a guest-focused work environment.
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