How the world’s best hotels deliver exceptional customer experience
By Ryan Mann, Ellen Scully, Matthew Straus, and Jillian Tellez Holub
McKinsey & Company
Luxury hotels know that the secret to top-tier customer experience is a culture of excellence. 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.”