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, a ...

How do you improve a hotel's service? One answer comes from a boutique property in Honolulu, appropriately called the Hotel Renew. The Hotel Renew needs a renewal, according to its management company, ...

A hotel's front office plays a crucial role in guest satisfaction. The front office team has the most interaction with customers throughout the guest life cycle. When the front office operations staff ...

Sarah Chelli is a service stylist at The Langham hotel in New York City and works with VIP guests. Chelli is responsible for handling special requests to make visits as personalized as possible. She ...

North American hotels' increase in staffing and a focus on customer service is paying dividends in the form of guest satisfaction, according to a new J.D. Power survey. Overall guest satisfaction in ...

Hotel occupancy is expected to reach 63.6% in 2024, up slightly from 2023, but still shy of the 65.8% average hotel occupancy before the pandemic. Employment is up, but also still below pre-pandemic ...