Everybody likes pleasant surprises. They are the ‘bonus points’ of service. Most of them come as…
Hospitality managers want every employee to provide high-quality service to every guest, every time. Just as…
Hotels are complex operations although one may simply see them as ‘just’ selling rooms and food…
by Egi Gaisie
‘What a coincidence’, you might say. World Food Safety Day was observed last week, on 7th…
by Egi Gaisie
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We have been deliberating on customer service; it is more complex than many people think. You…
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Customer service occurs by phone, email, live chat, social media, SMS as well as face-to-face. Regardless…
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At the center of every service is the customer. Last week’s feature was a tease about…
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Services and tourism go hand in hand. Many service organizations rightly believe they can be successful…
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Over the years, I have had a few people nudge me, directing my attention to write…