Guest delight and genuinely hospitable employees

By Daphne Dekker , Lector Hospitality, Personality and Behaviour at Hotelschool The Hague | 12 Apr 16

Guest satisfaction is not enough to retain guests, writes Daphne Dekker of Hotelschool The Hague. Even satisfied guests defect at a high rate. Guest delight, on the other hand, has been strongly related to guest loyalty, retention and positive word-of-mouth. The good news is that if guests feel delighted, it is most often because of the actions of hotel staff. So how do you develop this crucial ability to delight guests?

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About Hotelschool The Hague

Hotelschool The Hague, with two campuses in The Hague and Amsterdam The Netherlands was founded and funded in 1929 by the hospitality industry. Since its foundation, Hotelschool The Hague has become an international school specialised in hospitality management offering a 4-year Bachelor's degree in Hotel and Hospitality Management, ranked among the Top 5 Hospitality Management Schools in the World.


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