Good customer service is a concept which is often touted around the hospitality industry. This buzz phrase is so often utilised to describe a myriad of experiences in the hospitality industry however defining the essence of good customer service can be challenging.

There is a theory and belief that many developing executives often stick too rigidly to agreed plans and ideas; and lack the mental agility to adapt to changing circumstances, which in turn, hinders not just performance but creativity.

The emergence of luxury hotels, with a keen focus on sustainably and providing customers with memorable experiences, are becoming the largest growing trend within the hospitality industry.

Social mobility in the UK is currently at its lowest ebb in 50 years, and compared with other countries, the most disadvantaged are less likely to climb the income ladder and the economically advantaged tend to stay at the top in the UK.