For Pamela Barnhill, President and COO of InnSuites Hospitality Trust (IHT) and InnDependent Boutique Collection (IBC) Hotels, customer engagement is the key to everything in the hotel industry.
“The customer is the one who signs our paychecks,” Barnhill told Loyalty360. “We’re very customer-focused. We bend over backward to make sure they have what they need.....