The customer service experience, or increasingly, the lack thereof has been a point of deep contention for me for several years. As a lifelong hospitality professional, I’ve always viewed service not merely as a transaction, but as a craft, a calling and a responsibility. Watching that standard erode in real time has been both troubling and deeply personal.
Like many of us who’ve dedicated our careers to hospitality, I found myself asking: What happened to the industry I hold so dear?