We all know the type and recognize them anywhere with any interaction there is joy, their face and body movements radiate energy; they practice courtesy; they are respectful and just make us all feel better. They are indeed the face of Hospitality, and we all want them on our team of ambassadors.
For workers today, the pressure is on more than ever before. To ease the stress, a widespread change in corporate culture is in order, experts say.
We in Hospitality often face dicey situations with our customers, who may be unhappy with an aspect of their experience with us. Too often, we cave, giving in to their complaints with some type of restitution, heavily laden with apologies. But, where do you draw the line? Some customers are just bad news.
There can be cracks in the destination experience veneer poor quality food, beverage and accommodations, as well as surly, uninformed employees those ambassadors of our Brand. Reputations can be made or dismantled in a flash, thanks to the internet and those consumer reviews.
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