When you visit an AAA Five-Diamond resort such as Mohegan Sun Casino in Connecticut, you know you are going to have a great experience.
That’s because every point of contact you have with the staff is a memorable one, says Jeff Hamilton, President and General Manager. “That’s where we have a competitive advantage,” he told me, in an exclusive interview for Forbes.com. “We urge our staff to think about the emotion of the experience they are creating.”
That high level of luxury service also applies to the Mandara Spa on property, where I had a massage and a pedicure. Emily Hurlock, the spa supervisor told me, “Right now – due
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