John Montgomery of Horwath HTL Denver, CO, USA, has written our latest Industry Report, focusing on the difference between service and hospitality
As operational and financial professionals, it is important to easily identify customer touchpoints at the property level—not only to analyze the data of a hotel’s success, but also to observe qualities of the service delivery. The nuances of the service delivery can prove significant as owners and operators strive to improve the overall profitability and bottom line of their lodging properties. There are numerous factors to observe and analyze when studying a particular lodging property, but one observed rather frequently actually does not require a large capital expense or a major shift in hotel operations. We call it: Service vs. Hospitality.