The impact of coronavirus on the world is a story with an indeterminate beginning, an indiscriminate middle and no discernable end. In addition to inflicting a worldwide death toll in excess of 3 ...

Two years ago I happened upon a small, yet beautiful, act of hospitality and customer service while I was researching my new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share ...

Service meets customer needs, but hospitality makes people feel valued — and that’s what drives loyalty and referrals. Small, human gestures turn ordinary transactions into memorable experiences and ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...

For hospitality brands to inspire loyalty, they need to deliver a consistently stellar guest experience — but many hotels haven’t been able to hire enough staff members to meet the high level of ...

As the adoption of AI to provide customer service accelerates, managers would be well advised to remember that the human ...

When people hear I speak in the hospitality industry, they usually assume I'm talking about hotels or restaurants. And yes, I've spoken to plenty of those groups. But I always remind audiences: every ...