I think guest is expecting more out of the experience of staying at a hotel or resort, such as personalized service and improve amenities, and these organizations must therefore change the way they are doing business in order to meet these changing expectations. The best way to exceed these expectations is to arm hotel and resort employee with the tools to better service guests. For consistent service delivery, mapping services with the guests needs, and establishing more stringent training guidelines for responding to customer feedback. These tool and strategies are part of the overall property management strategy, as the entire organization must run as a finely tuned machine to execute on the operational and customer metric goals established by management