Peter Venison 's best-selling book 100 Tips for Hoteliers offered advice on how to manage.
In this follow-up publication, Venison looks at the hotel business from the guest's point of view and suggests that his is the only way to analyse success or failure in the hospitality industry.
He explains that guest satisfaction is not the opposite of guest dissatisfaction: it is so much more.
Venison draws on his extensive world travel to over 100 countr.
| Dissatisfaction | It is so much more |
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