Pundits have been questioning the future of the hotel front desk for more than a decade. Is a hotel front desk needed any more? If so, how should it be staffed and far can it add guest value in the check in process?
Four irreversible trends are redefining excellence in service operations. For today’s leaders, they could be a transformational opportunity - or an existential threat.
The concept of Customer Service is not found in the US Constitution nor does it appear in the Bill of Rights. In terms of governance, historically, our nation would have taken quite a different turn with that inclusion.
Christina was working in guest relations at a major resort hotel in the Caribbean. When her next guest was a bit hostile and snarled at her, she chalked it up to a tough travel day for this weary business man and proceeded with her caring attitude and warm greeting