Guest Experience Starts Long Before Check-In - Kimberly Ofrecio, Macdonald Hotels & Resorts

In this episode, Kimberly Ofrecio, the Group Commercial Director at Macdonald Hotels & Resorts, shares what hotels can learn from airlines and luxury retail about data discipline, personalization, and commercial strategy. This conversation will challenge you to rethink what happens before a guest ever arrives at your property. 

This episode is hosted by our guest experience correspondent, Danica Smith.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands