For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
I waited tables for years, and feel a 20 percent tip shouldn’t be the minimum at restaurants this far out of Covid.
Keep your staff happy with simple activities that satisfy the soul – and your bottom line.
Turns out it is easy to be green, and sustainability can help you stand out from the competition.
The holidays are fast approaching, and there’s no better time to give guests an experience they’ll never forget.
Small details and overlooked moments can quietly damage the guest experience. Identifying and fixing these “hidden landmines” can prevent bigger service failures.
Guests experience service one touchpoint at a time. Without a clear, connected vision, even strong operations can feel fragmented and frustrating.
Guests don’t just want amenities — they want to feel better when they leave. Delivering consistent, thoughtful service is what keeps them coming back.
Technology can streamline service or completely derail it. When systems fail, employees must be ready to step in, restore the human connection, and recover the guest experience.
The sale builds anticipation, but delivery defines the experience. When the final touchpoint fails, it can undo everything that came before it.
Efficiency gets attention, but graciousness creates connection. In hospitality, small, genuine gestures can elevate every interaction and leave a lasting impression.