For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Hospitality employers are prioritizing service-critical roles as they plan staffing needs for the year ahead.
New study shows booze bankruptcy can dry up onsite liquor sales.
The National Restaurant Association is warning that inconsistent rounding practices could create friction at the register – and is calling for federal guidance to avoid confusion for both operators and customers.
New analyses from OysterLink and Penn State highlight where progress has stalled – and what intentional pathways could help reshape the industry’s leadership pipeline.
As travelers rely on AI to book, hotels must learn to charm both the algorithm and the guest.
A study from Penn State shows hospitality leaders need to balance efficiency with empathy now more than ever.
Travelers trade excess for meaning — and 2026 will reward planning, loyalty savvy, and off-peak thinking.
Sometimes, the best way to learn is through an example of what not to do.
Survey shows widening gap between international and American perceptions of safety.
New technology platform PolyAPI shines light on AI’s potential. Hotels should join the race before they get left behind.