The Hospitality Mentality

Teaches how to exceeds expectations and “wow” every guest
Explains how to eliminate “customer service” and focus on creating impact through hospitality
Drives customer loyalty without a complicated loyalty program
Depicts how to address complaints by embracing service recovery
Empowers every employee to deliver a superior experience
Shows how to personalize the experience, maintain enthusiasm, and anticipate needs to go beyond expectations
Celebrates every guest

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