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"Did you hear that guest's requests", "I don't understand why they've been coming to this hotel for 10 years" - these are comments in the everyday life of the tourism, hotel and catering industry, and we ourselves are often their authors. And have we ever wondered why we don't understand our guests and, more importantly, the people around us in general? Respect, understanding, acceptance... yes, yes, all of that sounds nice and makes sense, but why doesn't it...
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