Chip Heath explains how companies can do more to create defining moments for their employees and customers.
Emotional intelligence has become a must have in the modern work world, and instilling it in your firm starts in the C-suite, says author and meditation expert Leah Weiss.
As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Although I have clients across all segments of lodging, many of my clients are in the ultra-luxury five star or five diamond categories. Once thing I have learned is that the level of authentic and genuine hospitality, which travelers treasure the most, has little to do with the number of stars or diamonds hanging on a plaque behind the front desk. In fact, Ive experienced some of the most memorable service encounters at economy lodging properties, whereas I find that hospitality too often falls short at ultra-luxury properties and instead feels scripted and robotic.
Forget the silly gadgets and fancy chocolates! Listen up hotel owners and asset managers, we know what hotel marketers really want for the holidays... Heres our annual list of the things that hotel marketers tell us they crave the mos