Comment on Cynthia Baert's blog

It is no doubt that in our society, winning the loyalty of the consumers is harder and harder. People see life as a big supermarket and when they do not like something or find something new, they just get rid off their old things or go and buy at our competitors. As the article stated and Cynthia highlighted, loyalty is not possible without the full support and devotion of the employees. Personnaly, I believe it is the more important factor to take into account. It is even more true in the hospitality sector, where service is a face to face experience and the clients directly confronted to the "representants" of the hotels. Only one bad souvenir in a hotel and all the hotels of the same brand may be affected (or even worse, the whole group!). The company will not lose only 1 guest: as we know, 1 insatisfied customer results in 10 lost customers. On the contrary, making 1 guest happy may bring 3 more guests to your business! We understand how important it is to work on the quality of service to improve your brand image and...profit. We are all aware of the turnover issues in the hotel industry and taking care of the staff is the first step to reach your goals: happy staff= happy guests= happy owners and investors!