Customer service lies at the heart of the hospitality industry, rooted in centuries-old traditions of caring for strangers. By prioritizing empathy, empowering employees, and focusing on meaningful ...

When Mario Matulich thinks of hotel chains with great customer service, he thinks of Marriott, IHG and Hilton — especially Hilton. His daughter left her watch at a Hilton property in New York recently ...

Opinions expressed by Entrepreneur contributors are their own. As a customer service consultant and trainer, I’m the guy business owners ask to turn their company into “The Ritz-Carlton of Industry X” ...

The world's largest hotel may grab the headlines, but the hotel industry's greatest success story lies elsewhere.