Customers are not looking for a 5* accredited establishment anymore – they are looking for 5* hospitality. This means that the Customer Experience is a greater challenge and where we can really make a difference – to Scottish tourism, our business and also our bottom-line.
It's no longer Value for Money - it is Value for Experience.
But it is not just about keeping our guests happy and returning – but finding and retaining the staff that can convey our ethos is a situation all of us face. Taking into account other aspects like location, competition, seasonality – are you ready to rise to the challenge?