Samenvatting

The Travel and Tourism industry is one of the fastest-growing industries in the world and with a service economy moving to an experience economy, sustaining Guest Satisfaction and possessing a competitive advantage is crucial for organisations. The Park Plaza Westminster Bridge London is facing the problem of sustaining Guest Satisfaction as seen in ReviewPro, which is based on Online Guest Reviews and the hotel’s Guest Satisfaction Survey. During 2019, 37.1% of the 17,266 responses received were negative responses. This is a rise of 4.9% compared to 2018 with the two leading components being  ‘Service’ and ‘Experience’. With the Hospitality&Tourism industry becoming even more challenging and competitive during the COVID-19 pandemic, it is important to anticipate and manage customers’ expectations.