McKinsey Insight: How the world’s best hotels deliver exceptional customer experience ...Middle East

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McKinsey Insight: How the world’s best hotels deliver exceptional customer experience
Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, “Our facility is our stage, and guests are paying for a performance.”

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