According to Deloitte, travel and tourism is one of the world’s fastest growing sectors, with bookings hitting close to $1.6 trillion. Travel is outpacing demand for goods, with consumers focusing on experiential spending—recreation, travel and eating out. While the consumer demand exists, the onus falls to the hotels and casinos to provide an optimal customer experience that captures customer spending and increases their lifetime value for the brand. The good news is that these venues already have the foundation to create these experiences, they just need to capitalize on it. True hospitality requires an understanding of how to meet and exceed guest expectations.
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