Smallwood, John2021-11-042021-11-042021-11-03http://hdl.handle.net/10919/106522As people increasingly engage in travel once more, their focus has shifted when it comes to service. From personal touches and knowledgeable reservations agents to sanitation procedures and ever-changing policies, there are some new expectations that the modern day traveler brings to their experience. John Smallwood, the President of TravelOutlook, offers some considerations in an effort to serve the public well during this reformative time in our industry. His company, Travel Outlook Premium Hotel Call Center seeks to be a part of hotels' solutions as well.application/pdfen-USIn Copyright (InC)TravelOutlookExperiential ServiceTravel SpendPerceived value of servicePersonalized ExperiencesArticle