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Dear hoteliers, Many of you manage “a little” more than a hotel. You manage spas, restaurants, vineyards, thermal baths, just to name a few. However, after more than 2,000 meetings with hoteliers, the findings are clear: NONE of them have a centralized customer database. This is rather surprising to me! A hotelier “sells” hotel services and rooms. But when asked what’s the most important thing for improving performance, everyone has their own answer: ●      …

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