After a long day of business meetings, sightseeing or catching up with old friends, travelers appreciate arriving at a comfortable and clean hotel room to rest their heads. And, generally, all anyone ...

Every hotel should act like your home away from home. While plush bathrobes, fresh bed linens and spotless floors go a long way to ensure a comfortable, relaxing hotel stay, there’s nothing more ...

The elevator in the San Francisco St. Regis hotel is a striking example of anticipatory customer service, the highest of the three levels of customer service I yammer on about in customer service ...

Learn these seven secrets from the hospitality industry, and you’ll be able to apply them to nearly any business. Iconic, loyalty-building customer service occurs when you seek out and care for ...

Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world’s best hotels and... Horst Schulze, cofounder ...