Can The Front Desk Really Be Measured?
Anyone who's gone to business school has heard the adage, What gets measured gets managed. If something isn't measurable, it can't or won't be managed. Or, if you try, you're likely to fail. While the rise of big data may have some hotels feeling buried in measurement, I can guarantee that, still, no one knows what's going on with the front desk.
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Pierre Boettner
