In this program professionals from Australia’s SKYCITY Darwin share the secrets of successfully running an international five-star hotel. Viewers learn that good service starts at the point of first contact, with open body language, active engagement, and effective handling of complaints—and that giving employees both responsibility and praise leads to customer satisfaction. The video also visits the hotel’s kitchen to discover ways to meet customer expectations while keeping chefs and support staff efficient and motivated. The role of human resources in responding to staff diversity is also addressed. A viewable/printable worksheet is available online. Click here for a preview clip.