This jives with my experience. One time in an expensive hotel in Asia, there were a few times when things were simply wrong, even though we had a named person

This jives with my experience. One time in an expensive hotel in Asia, there were a few times when things were simply wrong, even though we had a named person assigned to our group as a manager to call on. I met with the German general manager and suggested that his systems for ensuring a quality experience were not correctly set up. He sat up straight in his chair and told me that he would deal with all the issues we had. From then on we had no more problems with the account manager...