s offer recreational opportunities and scenic locations that are the main draw to the property. Transient facilities offer a room for one or several nights, and a minimum level of amenities (Deady, 1992, p. 6). Business properties target corporate travelers on expense accounts who are interested in communications and services geared toward conducting business, including meeting rooms and the availability of fax machines and other office equipment. What differentiates one property from another is the level of services that it offers, its location, and the reputation that it establishes.
Quality is subjective in the hotel industry, and can be measured in many different ways. At the most fundamental level, quality is measured by the number and types of customer complaints that a property receives, yet this is one of the most unreliable measures of quality in that what one customer finds objectionable, another may not.
Quality measurements within hotels need to include all departments, including the front office, o
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