If you want to see great customer service recovery in action, watch closely as a manager at a Four Seasons hotel fields a complaint from an unhappy guest. In the case I'm going to share with you ...

Great customer service depends on understanding and embracing ... not wait for the 4 PM check-in time the hotel has posted to make it easy to schedule the housekeepers’ shifts.

If there’s an industry that knows how to provide truly exceptional customer service, it’s the hospitality industry–the men and women who every day and night put heads in beds and food on the ...

To deliver service with any level of consistency ... requiring a constant and sustained customer focus. At great hotels, this customer focus is reinforced and re-energized daily, at the start ...

Providing great customer service online is far easier when you ... logical manner. If you run a hotel, for example, make the booking page easy to find and even easier to use.