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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...
Mo Khanat

Delivering Truly Great Customer Service Is Critical—Now More Than Ever

If we’ve learned anything in the past few months, it is that unexpected things can happen to anyone at any time. No one is...
service recovery

Service Sells: The Psychology of Service Recovery in Hospitality

Consumer psychology is a fascinating thing. Brands across industries harness the deeply rooted needs, desires, and even fears of the public to sell things...

Checking In with Johnathan Capps, VP of Revenue at Charlestowne Hotels

Although he says he pretty much “grew up” at the Hampton Inn & Suites Myrtle Beach property where his mother still works, Johnathan Capps...
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