- Guest Service / Customer Experience Mgmt
- Unsolved Mysteries of Service, or 'The Case of the Big Fat Pink Pen'
Fancy places, high prices and then the record scratches. It's a mystery! It's amazing how hard a team will work, how many dollars they will spend to create services and amenities, then they scrimp on the one item or miss the one key point of contact and the service impression unravels. Many times, no one understands or knows why it happens. What service no-no's take away all of the hard work? How can hoteliers learn to trace and track service mysteries? Hospitality leaders need to go above and beyond to solve any potential service faux pas. READ MORE