Regardless of the size and category of their property, whether an independent hotel or part of an international chain, or whether a budget operation or five-star luxury resort, by now virtually all decision makers in the hospitality industry have come to view guest experience management (GEM) capabilities and performance as a strategic imperative. GEM has become an essential guidepost for competing in today’s hypercompetitive market environment.
This Smart Decision Guide offers you a framework for thinking about GEM and assessing your capabilities in this area. It provides insights for selecting the right technology solutions in the context of your hotel or resort’s specific needs. This report also offers practical advice for putting the right organizational resources, business processes and performance metrics in place to maximize your success and drive continuous performance improvement.
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