The importance of first contact – what's a smile worth?
Robert PassikoffBrand Keys, Inc., United States
Frank MulhernNorthwestern University, United States
ABSTRACT
This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest expectations that allow for the calculation of potential “future value” created by better managing the guest experience and, in an age when guest “delight” turns into “expectation” faster than an overnight stay, and less and less, hotel facilities alone produce the...