Empowering staff is the key to a successful organisation. Staff should never take orders from a guest, but rather create an experience which subsequently will increase customer satisfaction and the likelihood of repeat visits.
It is predicted that by 2020, robots and programmes will increasingly be taking over the duties of hospitality staff. As scary as that may sound, I believe that guests will still crave a true, honest, and genuine human exchange.
Although we cannot ignore the fact that everything around us is either connected