Through new technology and a better understanding of the customer, organizations are now poised to enter a new era of customer loyalty. Organizations will move beyond measuring customer satisfaction and customer defection and move towards a broader understanding of customer migration and attitudes.

The Art Of works with hotels to define the unique traits of guest relations. In the luxury market, the emotions a guest feels during a hotel stay are critical components of satisfaction and loyalty to the brand. Kenyon Price identifies these emotional touch points (guest relations) and works with the hotel staff to establish refined processes that initiate a guest-driven organization with motivational and measurable results.

Guest Relations

• Hospitality
• Recognition
• Anticipation
• Experiential
• Relationships
• Listening
• Recovery
• Flexibility