The best guest experiences don’t come from SOPs. Hotels invest in training programs, but the moments guests talk about long after checkout are rarely the ones anyone planned for. Miru Schuurman, Guest Performance & Product Quality Manager at Amrâth Hotels, shares how too much structure can create staff that sticks to scripts instead of reading rooms, and what that can cost you on OTA ratings. Miru Schuurman is a Guest Performance & Product Quality Manager at Amrâth Hotels, a collection of hotels spread out across the Netherlands. Miru has spent her career deep in hotel operations, including more than a decade with NH Hotel Group, before moving into a role focused on guest experience, quality and training.Learn more about the podcast here: https://hubs.ly/Q0350wrf0#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenueMatt Talks Hospitality is handcrafted by our friends over at: fame.so