Employee Involvement in Service and Guest Experience in Hotels

This report explores the crucial role of employee involvement in shaping the guest experience within the hotel industry. It examines the concept of service culture and internal marketing, highlighting how these factors contribute to a positive and memorable guest experience. The report also delves into the evolution of guest expectations and the importance of employee empowerment in meeting those expectations. Furthermore, it analyzes the consequences for hotels when service and employee satisfaction are neglected, emphasizing the potential damage to reputation, customer loyalty, and financial performance. By understanding the interconnectedness of employee engagement, service quality, and guest satisfaction, hotels can develop strategies to enhance the overall guest experience and achieve sustainable success.