And I know it didn’t get to this position by delivering poor customer service. According to spa director, Vanessa Carter, getting to the pinnacle of the hospitality industry was no accident.

But in the world of business, being an icon is tricky ... guests has at least as much to do with customer service–the hospitality side of hospitality–as with the building, furnishings ...

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Shep Hyken, a customer service expert and consultant in St. Louis who has written several books on the subject, does an annual survey that asks consumers which companies deliver the most ...