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The Marriott culture, which prioritised associates and guestsatisfaction, resonated deeply with him. Look after your associates, and your associates will look after the guests, who will keep coming backthats something I could sell, he explains. My dad told me, Sell something you believe in, Brown recalls.
The name of the game is to create memorable experiences, beginning well before the guest’s arrival date and extending beyond check-out. Yet challenges are present at every stage, and disappointed guests don’t return. That percentage was even higher for several types of hospitality businesses, including airlines, hotels and restaurants.
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