customer & employee experience

connection. This article explores how organizations can blend the efficiency of AI with the empathy of people to create training that engages employees, strengthens culture, and drives performance.

This article shares how a simple, memorable service pledge and a lighthearted mascot named Captain Service helped our team embrace the basics of customer service. Through rhyme, fun, and a little cheesiness, we built a culture where service was easy to learn, easy to live, and easy to celebrate.

Happy employees create happy guests. Discover how the Service Profit Chain drives loyalty, strengthens reputation, and improves overall business performance.

This article explores how hospitality professionals can confidently and compassionately support guests with both visible and invisible disabilities. It offers practical service techniques, ADA-aligned guidance, and real-world hospitality tips to create truly welcoming, accessible experiences for every traveler.

Employee frustration eventually shows up in the guest experience. This article explains how frustration impacts service quality and culture, and it offers practical leadership strategies hospitality managers must address first to improve engagement and overall performance.