Nowadays, all the efforts in the hospitality industry are focused on creating products and services that will respond to the needs and demands of the traveler in order to adapt and to compete in this fast-changing global market. Hoteliers are striving in the daily competitive battleground to respond to these identified market segments by investing a lot of their resources on tangible elements and intangible processes; and not improving the guest satisfaction level, guest loyalty or the net promoter score.

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