Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Scripted warmth doesn’t build trust. Real language does, and guests know the difference.
A new study shows that guests who receive a warm smile are significantly happier and far more likely to return. For hotels and restaurants, it’s a reminder that the smallest gestures can have the biggest impact.
Guests don’t always say what they need—but they almost always show it. Here’s how hotels and restaurants are training staff to spot the signs and respond with care.
How to balance the convenience of self-service with warm hospitality.
Considering a uniform makeover? Balance brand identity with personal flair to boost confidence – and service.
Guests want more than just great food – they want transparency, entertainment, and a connection to the culinary process. Open kitchens deliver all of that, improving both perception and overall satisfaction.
Help your guests unwind after a long day of travel, conference events, meetings or sightseeing with these room features that lead to a good night’s sleep and return bookings.
A multisensory lobby experience doesn’t just impress – it creates unforgettable moments that keep guests coming back.
Marketing your hotel to the five senses can build pleasant associations, trust and loyalty.
Want to quench guests’ thirst for adventure? Immersive entertainment provides an exciting escape.
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