April 30, 2025
The power of first impressions
In the hospitality industry, success doesn’t just hinge on location, amenities and brand recognition – people are also critically important. A dedicated, well-trained team can be the most powerful driver of guest satisfaction, online reviews and long-term loyalty. Hotel employees serve as the foundation for guest experience, directly affecting the hotel’s reputation and bottom line. Positive experiences lead to top-rated reviews, strong word of mouth and online referrals. In fact, if you look at a property’s online reviews, the most stand-out ones tend to focus on interactions with staff rather than the hotel’s location or amenities.
