“ Because it ’ s the service industry , people want to see and interact with you : they want to experience your hotels ”
— Gonçalo Marques Oliveira , CIO , Pestana Hotel Group
states that the opinions of every employee form a crucial cycle of feedback that helps determine Pestana ’ s future direction . “ Our staff are trained and encouraged to be close to our thousands of customers . No matter how important I am , my first job is to listen to those employees and enact changes from their feedback . That kind of leadership underscores what makes Pestana a true leader in the service industry .” The company also utilises review search engines as a resource for quickly determining needed improvements or service additions . In some sense , Oliveira suggests , the lockdown period was advantageous for Pestana as it allowed the company to implement long-term strategic objectives with greater focus , as well as accelerating its digital transformation .
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