Poor customer service phrases like "it's company policy" frustrate guests because they signal inflexibility and lack of authority to help.
A hospitality veteran reflects on how social media and changing guest expectations have eroded the art of true luxury service over thirty years.
Julius Meinl announces its 2026 international barista competition across 17 countries, with national champions advancing to Vienna finals in September.
Q Hotels achieved nearly 40% uplift in incremental revenue by training front office staff to upsell systematically at check-in.
Research based on 75 Swiss grocery store interviews provides six actionable recommendations for balancing technology efficiency with human interaction in retail environments.
The report identifies rudeness, inconsistent support, and time-wasting experiences as the primary drivers of customer defection based on survey data.
AHLA supports the new bipartisan congressional caucus and highlights the industry's No Room for Trafficking training initiative.
Kennedy's free 40-minute webcast focuses on lead response best practices for hotel sales teams in a challenging market.
The article contrasts two servers at a Japanese-Korean fusion restaurant to illustrate how product knowledge and storytelling elevate dining experiences.
Booking.com surveyed 5,000 European hospitality professionals and found 82% see digital literacy as critical but only 16% prioritize it in current training.
Bullard brings manufacturing sector HR experience to lead people strategy across Hospitality America's growing hotel portfolio.
This Roundtable Roadshow podcast features The Headland Hotel's approach to staff development, with one employee who started at 14 and stayed throughout their career.