Kate Viana, Today’s Hotelier
We spoke with guest experience expert Minal Patel about his insights on guest experience and how it all has to do with having the right staff, in the right place, at the right time. Atlanta hotelier Minal Patel is a hard man to get hold of. In between managing a $10-million hotel portfolio and overseeing the operation of three extremely successful Marco’s Pizza franchises, he is an AAHOA North Georgia Regional Ambassador and an active member of the Georgia State University Alumni Association (2006).
Bharat (Bruce) Patel, Today’s Hotelier
Just yesterday, conventional wisdom dictated that the customer (or "guest" in the hotel world) was always right – an easy-to-follow truism that offered only the barest idea of what he/she actually wanted. Nowadays, the guest has changed indeed. Old and young, sociable and introverted, tech savvy and technophobic, modern hotel guests are as different as they are numerous – and they demand a modern approach.