The Duality of Hospitality Employees

If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers.

It is the foundation for the lack of understanding necessary on the part of the FLE to fail to do two things:

  1. fully engage guests in a manner conducive to building long-term loyalty on top of something more than the transaction and
  2. fully comprehend the impact of true hospitality on both the business and their personal lives.
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