Two years ago I happened upon a small, yet beautiful, act of hospitality and customer service while I was researching my new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share ...

The impact of coronavirus on the world is a story with an indeterminate beginning, an indiscriminate middle and no discernable end. In addition to inflicting a worldwide death toll in excess of 3 ...

The hospitality industry is all about service—serving the customer’s needs and creating a customer experience that creates loyalty. We want them to come back again and again, trusting that not only ...

The hospitality industry encompasses a wide range of professions, including those related to food service and lodging. Small businesses with a focus in hospitality services need to understand the ...

Service meets customer needs, but hospitality makes people feel valued — and that’s what drives loyalty and referrals. Small, human gestures turn ordinary transactions into memorable experiences and ...

Hospitality is defined as “the friendly and generous reception and entertainment of guests, visitors, or strangers.” In the restaurant industry, we are all in the hospitality business. I feel we in ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...