The first impression a guest has when they arrive at your hotel is vital. This moment, which lasts around 90 seconds, is known as the...

A facial expression, a smile, a posture, a gesture can say much more than words. Body language — often unconscious — shapes the customer experience, reinforces or weakens speech, and reveals the quality of the welcome long before the first word. In a world based on human interaction, non-verbal communication becomes a powerful lever for hospitality.