How do you handle customer feedback?

In the hospitality industry, feedback isn’t just a formality—it’s the cornerstone of growth. As travel trends shift and guest expectations evolve, hotels must do more than simply offer a place to sleep; they must deliver experiences worth remembering. This means embracing every piece of guest feedback, not as criticism, but as insight into how to adapt and excel in an ever-competitive market. No one understands this better than Ricky Flores, Assistant General Manager of Glo Best Western, who shares how he turns guest reviews—good or bad—into opportunities for continuous improvement.

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