When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. With a strong emphasis on hospitality, hotels have mastered the art of creating a ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Even the smallest, scrappiest entrepreneurial businesses are ...

Visible transparency builds trust and turns personalization from something done to the guest into something done for them.

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Imagine walking into a hotel room and discovering a personalized note next to a plate of your favorite food. Opening the note reveals information about hotel amenities and recommendations for local ...

Hospitality firms invest large amounts of time, money and energy tracking customers for marketing purposes. Cruise lines, hotels and timeshare companies collect consumer data in order to sell their ...

Chris Singer approaches patients and their families sitting in a doctor’s waiting room with a smile every time. As the OptumCare vice president of patient experience recently made his rounds at the ...

Competition is fierce in the hospitality industry. Whether it's a hotel chain, an airline, a cruise ship company or a restaurant, businesses are utilizing the most up-to-date systems for improving ...

In a COVID-19 world, masks have become a fact of life for restaurant operators and employees. The question now is how to use them safely and cost-effectively, while somehow still conveying warmth and ...

SPRINGFIELD, Mass. (WWLP)– Non-English speaking persons interested in careers in hospitality and customer service can now apply for free classes at Springfield Technical Community College (STCC). The ...