Importance of Understanding Customer Needs and Preferences in Hospitality Industry | Desklib

This document discusses the importance of understanding customer needs and preferences in the hospitality industry. It covers topics such as customer engagement factors, customer experience mapping, the role of digital technology in enhancing customer experience, and customer service strategies. The case study of Holiday Inn hotel is used to illustrate these concepts. Find comprehensive study material, solved assignments, and essays on Desklib for further understanding.