Hotels Train Workers in the Personal Touch

September 11, 2017 | Story by Michael T. Luongo, The New York Times, July 10, 2017

…Other places developed programs for specific time periods, then continued them. Detroit created “The World is Coming to Detroit” when the city was the host of Super Bowl XL in 2006, then used a version of the program for several years. According to Michael O’Callaghan, the executive vice president and chief operating officer of the Detroit Metro Convention & Visitors Bureau, the program began as a hospitality training program for the bureau’s 800 members but eventually became a seminar series that has recently focused on social media and other topics.

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