Facing similar challenges to that of the domestic airline and auto industries—namely, rising costs and a lack of customers—the hotel industry has also been forced to slash operating costs and reduce staff in hopes of remaining competitive. But even though reduced demand has forced hotel properties to make sweeping changes, hotel guest satisfaction actually improved in 2009, according to a recent J.D. Power and Associates study. How have hoteliers accomplished this feat? By focusing on their customers.
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http://www.jdpower.com/travel/articles/2009-North-America-Hotel-Guest-Satisfaction-Study
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