The classic philosophy in hospitality goes like this: customers – whether leisure, business, corporate group or SMERF members - require services provided by super nice, smiling, well-trained humans.
Think the Ritz Carlton’s employees and their little “Gold Standards” handbook that ensures above-and-beyond customer service.
After all, the reasoning goes, this is the why our industry is called “hospitality,” because our guests supposedly expect their hosts - the hotel staff themselves - to provide “human” services at all touchpoints of the guest experience.
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