The Role of Customer Service in the Success of Heritage Hotels: A Critical Review

This study explores the significance of service quality in heritage hotels and its impact on customer satisfaction and loyalty. Heritage hotels hold cultural and historical value, making service quality a critical factor in shaping guest experiences. The review analyzes various dimensions of service quality, including responsiveness, reliability, and ambiance, which influence customer perceptions. It also highlights the role of modern technology in enhancing efficiency while maintaining personalized service. The findings suggest that a balance between tradition and innovation is crucial for heritage hotels to remain competitive. Marketing strategies, staff training, and digital engagement play key roles in improving guest experiences and fostering long-term loyalty. The study concludes that continuous improvement in service quality is necessary for heritage hotels to sustain their reputation and meet evolving customer expectations.