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 ...

Customer service lies at the heart of the hospitality industry, rooted in centuries-old traditions of caring for strangers. By prioritizing empathy, empowering employees, and focusing on meaningful ...

If there's any place where customers are likely to be paying attention to the type of service they receive, it's within the hospitality industry. From restaurants to hotels and everything in between, ...

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 ...

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 ...

Artificial intelligence (AI) can be leveraged by hospitality companies to meet or even exceed customers' expectations, according to a framework proposed by researchers in the Penn State School of ...

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 ...