Practical insights, service culture lessons, and real-life hospitality perspectives that bridge guest experience and operational excellence, delivered weekly by customer service coach, Jumoke Okuromade.
The front desk is where hospitality theory meets reality. While training manuals teach procedures, the front desk teaches people. It sits at the intersection of systems and emotions, balancing policies, processes, and human expectations in real time. One of the first lessons the front desk teaches is accountability. When something goes wrong, guests do not…
The front desk is often the first and last point of contact a traveller has with a hotel. Yet, beyond check-ins, key cards, and room numbers, it quietly tells some of the most honest stories about travel. Every day at the front desk, you meet people at different emotional points of their journey. Some arrive…
