Column: Outward appearances influence guest impressions

05/7/2013 |

Adam Zembruski, president of Pharos Hospitality, emphasizes the importance of appearance and a positive demeanor in leaving a favorable impression with guests. "Like actors in a movie, we service professionals at a hotel are on stage. We need to exude confidence in who we are and how we are planning to serve our guests and keep them safe," Zembruski writes.

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