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Global hospitality is at a crossroads. In the last 20 years, technology has transformed every aspect of the guest journey, from online bookings to in-room services to post-stay feedback
If you buy into the popular theory that "Demographics are Destiny" (not everyone does) you probably should begin learning Chinese. Korean would be good to learn, too, especially if you expect to work
That brings us to a dinner I recently attended where I met Terry Rapoch, a consultant from Dayton, Ohio. We were talking about why people put up with bad service - especially service