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Customer service

Keeping the Smile in ‘Service with a Smile:’ How to Deliver Service Beyond the...

What has happened to customer service? It is the essence of, and foundation upon, which our industry has been built. Excellent customer service is...
person holding a fist over a hotel front-desk bell

On-Property De-escalation: Guidelines for Dealing With Agitated Guests


The vast majority of risks to hotel security are posed by unruly guests or patrons of the hotel bar who have had one too...
Woman wearing a face mask on a phone

Using Technology to Support Smaller Teams at CYBER HITEC

The first day of CYBER HITEC 2020 included a virtual presentation titled, “Smaller Staff, Same Service: Five Creative Ways to Use Technology to Support...
reopening

Nine Steps for Communicating a Hotel’s Reopening

By mid-March, more than 4,953 U.S. hotels and 16.2 percent of rooms had closed or been converted for other uses due to COVID-19, according...
Guest feedback study

Three Tips for Keeping Up With Guest Feedback

Hotels today must keep up with guest feedback in real-time across a myriad of platforms ranging from social media to online review sites. Bruce...