Hyken argues that customer service staff should replace excuses with solution-focused responses to transform complaints into loyalty-building opportunities.
GCSTIMES testing shows wooden key cards meet ISO standards with 100,000+ read/write cycles and resistance to bending, chemicals, and environmental conditions.
Newport's Fairfield Inn Charlotte Matthews won Apple Hospitality REIT's Shining Apple Award while team member Tom Johnson earned individual Apple Award recognition.
Industry experts discuss how centralizing back-office functions allows hotel GMs to focus on leadership and business strategy rather than operational processes.
The author argues that hospitality leaders have become too cautious to provide direct feedback and accountability, weakening the mentorship culture that once drove excellence in the industry.