『What hotel SOPs can never teach, with Miru Schuurman of Amrâth Hotels』のカバーアート

What hotel SOPs can never teach, with Miru Schuurman of Amrâth Hotels

What hotel SOPs can never teach, with Miru Schuurman of Amrâth Hotels

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The best guest experiences don’t come from SOPs. Hotels invest in training programs, but the moments guests talk about long after checkout are rarely the ones anyone planned for. Miru Schuurman, Guest Performance & Product Quality Manager at Amrâth Hotels, shares how too much structure can create staff that sticks to scripts instead of reading rooms, and what that can cost you on OTA ratings.
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