Artificial intelligence (AI) can be leveraged by hospitality ... does not understand the emotions of customers, that can hinder its effectiveness," Mattila said. "Within the listening gap, this ...

The HEIT is grounded in ability-based emotional intelligence theory and employs a situational judgment test (SJT) format. It evaluates hospitality professionals’ performance-based emotional ...

These robots that are sproutin’ up all over in hospitality ... customer service are to support great service from the background with the human still retaining the essential and emotion-laden ...

The hospitality industry, perhaps more than any other, engages daily in the fine art of service. And it’s essential ... to waste the customer’s time and emotion seeking out a manager with ...

As young workers get ready to return to their hospitality jobs over the coming weeks many of them share a common emotion — a heightened ... July we’ll have indoor service, and most of our ...

The owner of a popular pub has mixed emotions about the potential re-opening of pubs with beer gardens in April and then hospitality serving indoors in May and nightclubs in June. Prime Minister ...