The Practical Guide to Achieving Customer Satisfaction in Events and Hotels 1st Edition

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels (1st Edition) by Philip Berners and Adrian Martin is an essential handbook for anyone who delivers hospitality—from boutique hoteliers and conference managers to event planners and guest-relations teams. This pragmatic, results-driven guide tackles the real challenges of creating memorable guest experiences and boosting satisfaction scores across hotels, venues, and event spaces.

Discover actionable frameworks for designing seamless guest journeys, measuring satisfaction with meaningful KPIs, and turning feedback into service improvements that reduce complaints and increase repeat business. Packed with real-world examples, clear checklists, and step-by-step approaches, the authors show how small operational changes—staff training, service recovery, venue layout, and digital touchpoints—translate into measurable uplift in guest perception and online reviews.

Whether you operate in London, Dubai, New York, or regional conference centres, the book’s global perspective makes it applicable across GEOs while remaining sensitive to local market nuances. Hospitality managers, event coordinators, operations directors, and hospitality students will gain practical tools to: improve guest loyalty, align teams around customer-centric standards, and implement sustainable quality-control processes.

Professionally written with a practical tone, this guide balances strategic insight with on-the-ground tactics you can apply immediately. If you want to turn everyday interactions into outstanding customer experiences and strengthen your venue’s reputation, this book is your operational playbook. Order your copy today and start transforming guest satisfaction into repeat business and glowing recommendations.

Note: eBooks do not include supplementary materials such as CDs, access codes, etc.