Column: Expected guest response should define the hotel experience

03/19/2013 | 4Hoteliers

A hotel's amenities and overall guest experience should be developed on the foundation of how the hotel expects its guests to react after their stay, writes Caroline Cooper, founder of Zeal Coaching. "Once you know what you want the end result to be it's considerably easier to plan the experience you deliver for your customers -- all working towards that end goal. You can create the activities, experiences and emotions that prompt them to feel, talk and act in this way," Cooper writes.

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