Teach Employees Behaviors That Work

I recently conducted a research project that involved interviewing companies recognized for their passionate commitment to hospitality: Walt Disney World Resort, Lake Buena Vista, Fla., Union Square Hospitality Group, The Pierre Hotel, and the Four Seasons Hotel, all in New York City. The representatives of each company provided a wealth of information. Walt Disney World's goal is "to make every guest feel special." Union Square Hospitality Group's philosophy is: "Hospitality occurs when the

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