Customer Service in the Hospitality Industry

Colton-Sanders is a customer-service trainer specializing in hospitality interactions and complaint-resolution tactics. Holding a Master's in Service Management, he has led training programs that improved NPS scores by 12 points across a 20-hotel chain. Colton publishes modules on de-escalation techniques, active listening, and personalized service recovery. He conducts workshops on service-culture alignment and cross-channel consistency between in-person and digital touchpoints. His ongoing research examines avatar-based training simulations to prepare staff for challenging guest scenarios.