For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Nearly 16,000 restaurants throughout the U.S. have closed for good. Here’s how to adapt.
Restaurants are still hubs where COVID-19 is sure to spread. How do you get back to business during a pandemic?
Disney does a lot of things right. But one thing they do better than almost
Customer experience is no longer optional, it’s leadership skill. Organizations that connect emotion, service, and strategy will rise above those still focused on process alone.
Rigid policies may improve efficiency, but they can frustrate guests. A little flexibility can turn simple requests into memorable service moments.
The reservation call is often the first real interaction with a guest. When call centers lack knowledge or connection, the experience breaks before it even begins.
A strong reputation can fill rooms, but it can’t carry the experience. When service slips, even the most iconic properties risk losing loyalty, revenue, and trust.
Efficiency gets the job done, but behavior creates the memory. In hospitality, soft skills — not systems — are what guests remember most.
Loyal guests are your most valuable customers, yet they are often overlooked. Recognizing and rewarding repeat business is one of the simplest ways to drive revenue and retention.
Guests are not looking for scripted service. They want real, consistent experiences backed by knowledgeable employees and genuine human connection.