A hotel's reputation is tied to the experience that its guests receive from check-in to departure and how the property's personality is displayed in every service, Alan Campbell writes. "Your hotel needs to provide its guests with an almost storybook quality to it that guests can experience almost from the moment they book a room or approach the front entrance, a storybook experience, if you will, that guests will not only enjoy, but enjoy it enough to think it worthwhile to share with their friends and others."

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