Discussing the Book "Unreasonable Hospitality" for Hotels | with Neil Foster
GAIN Momentum - Lessons from Leaders in Hospitality, Travel, Food Service, & Technology
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The Art and Science of Hospitality
This chapter explores the psychological principles behind memorable guest experiences, focusing on aspects like the peak-end rule and the emotional nuances of hospitality. Through personal anecdotes and industry insights, it emphasizes the importance of trust, creativity, and effective team dynamics in delivering exceptional service. The discussion highlights strategies for balancing consistency and innovation while nurturing a supportive environment to enhance both employee satisfaction and customer relationships.
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