What Happened to Service?

Ten years ago, when I walked into a hotel, I almost always encountered a cheerful, can-do attitude from everyone, be it the doorman or the general manager. Rude and apathetic staff members were a rare exception. The customer was always right.

Not lately. I recently ran an informal poll among my fellow meeting planners, and they feel the same way as I do: Attitudes have changed, primarily among hotel staffs in the stronger market regions (San Francisco and Silicon Valley, for example).

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