The critical success factors in the hotel industry have been changing over time, driven by global competition and increasingly high customer expectations. Hotels are focusing on quality management to attract new customers and earn repeat business.

Quality management is multifaceted and goes beyond the concept of customer service to include additional factors such as employee satisfaction and involvement. A single random interaction with a hotel employee can make the difference between a satisfied customer, an impressed customer or a customer who goes online and writes a bad review about his hotel experience. By concentrating on employee satisfaction as well as customer service, a hotel can increase the likelihood that all its employees will provide excellent customer service as well.

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