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Service: Remarkable Hospitality - The Road Map To Excellence By John Hendrie
M ired in mediocrity, our Hospitality Industry has lost focus - exceeding the expectations of our Guests, as measured by their satisfaction. That is the bottom line - our Guests, their hopes and our delivery. This situation is not corrected by discounts, clever promotions, or throwing marketing dollars down that "black hole". We need to rethink what makes that memorable experience, for our consumer is very savvy, a prudent shopper, no longer swayed by our claims of value.
This requires an investment by you to "do business differently". Only through this paradigm shift to "Remarkable Hospitality" will you enter that realm of excellence.
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