Making your hotel a great place to work is key to making it a great place to stay. Hotel guests often are able to pick up on the mood of the staff, and it can set the tone for their whole stay. I recently arrived at a hotel where I was spending the weekend for a friend's wedding. When I stepped into the lobby with my suitcases and small dog, two front desk staffers were casually bantering back and forth, and didn't look up or say hello. One word instantly popped into my mind: indifference. Now, ...
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