PUBLIC MARKS with tags hotel & OTA

1. Make service the No. 1 priority. At the time of opening, says Rota, “Ownership and management hoped that it would be the clean design and high-end amenities that would set it apart from its three-star brethren. Though they did not hurt, it was service that grabbed out guests’ attention and has driven the hotel to lead in rate. It sounds like a poster in the back office, but it’s not—service is our culture.” A quick glance at the many OTA reviews citing “friendly staff” shows that guests overwhelmingly agree.

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