5-Star Hospitality Secrets from the Best in the Business

Posted on: Feb 05, 2020

Categories: Customer Experience, Podcast

As an inspirational speaker, I spend a lot of time on the road and in hotels. I’ve stayed in the Ritz Carlton, and I’ve stayed in a Motel 6. I’ve had room service brought to me on a silver platter, and I’ve kept the lights on while I slept to keep the cockroaches at bay.

Mostly, though, I’ve had a lot of experiences in the middle, and I’ve also had a lot of time to think about what sets about 5-star brands from the rest (besides the obvious lack of cockroaches.) 

I’ve had the honor of speaking to hospitality giants like Marriott, Hyatt and boutique resorts like the CuisinArt in Anguilla, and I’ve noticed that the things that make an experience 5-Star-worthy can be condensed into just a few simple principles.

I’m sharing those with you on episode #41 of The Next 24 Hours! You’ll get to hear the common denominator of 5-star hospitality brands that go above and beyond to delight their guests, along with common mistakes that brands make when they’re trying to be customer-centric.

Here’s what I’ve come to understand: While the hospitality industry exists to make people feel comfortable and at home, hospitality matters in every industry. It matters for retail, restaurants, tech, real estate, you name it. Because at the end of the day, making someone feel at home with your brand is what will keep them coming back time and time again.

So, whether you yourself work in hospitality or not; whether you’re in the C-Suite or on the frontlines; this episode will help you connect with customers and take your career or your business to new heights.

Tune in to hear: 

  • The one thing front-line employees can do differently to make customers’ days
  • Hilarious things I’ve had to do to represent brands early in my career (and the invaluable lessons I learned)
  • Amazing employee-motivated interactions with customers that blew my mind
  • Easy, inexpensive ways to create viral moments and put your brand in the spotlight
  • Big (but easy to fix) mistakes that I’ve seen brands make with their customers

If you’re in the hospitality industry yourself, wanting to level up your customers’ experience in general, or representing a brand in any capacity, tune in!You can find this episode on Apple Podcasts, Spotify, and Google Play.