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Improving service quality in a hotel chain through the lens of Customer Value Management (CVM) involves aligning all service elements to create superior customer value and long-term loyalty. A well-rounded strategy must integrate employee training, customer feedback mechanisms, and technology-driven solutions to ensure consistent service excellence across all locations. The first pillar of the strategy is employee training, which plays a crucial role in delivering customer value. Employees are the primary interface between the brand and its customers, so their ability to understand, anticipate, and fulfill guest expectations is vital. A comprehensive training program should focus on developing soft skills _________ __________ __________ ________ ___ ____ __________.
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