Getting Satisfaction - By Bill Marriott

When you boil it down to the basics, the hotel business is about service. From the greeting you get as you walk in the front door, to the furniture and amenities in your guest room, to how quickly we deliver room service. I know that's how we're judged. If a problem comes up, you want us to fix it, and fast.

If we don't meet your expectations, you can go to one of our competitors. If we meet or exceed your expectations, then hopefully we'll earn your loyalty and you'll come back.

This is from the blog Mr. Bill Marriott manages.
I love reading from one of the leaders of our industry!

Read his complete blog, click here