Southwest Airlines was founded on Customer Service. However, over the past few years, customer service has become a standard for many airlines and across service industries. To continue to differentiate itself, Southwest evolved its legendary Customer Service to Hospitality: making Employees and Customers feel welcomed, cared for and appreciated. This philosophy is even more critical today as we work to regain customers during the pandemic.
Join us at virtual GuestX 2021 and learn directly from Southwest Airlines’ manager for hospitality, Jonathan Portnoy, how their hospitality framework and tools can apply to your organization to create an environment focused on providing an outstanding guest experience.