Intro

What is the difference between what guests truly want and what hotels believe their guests want? 

We’ve got the answer in our latest LowKey by Oaky episode featuring none other than Danica Smith, CEO & Founder of MorningStar GX and an expert in the guest experience.

Danica breaks down the blind spots hospitality leaders often overlook and explains how to bridge these gaps to meet modern guests’ expectations.

What you will learn: 

• What true personalization means and why tech is only half of the puzzle. 

• How internal silos undermine the guest experience. 

• How to align your team to fulfill the brand promise. 

• The real difference between guest needs and desires, and why fulfilling guests’ desires is essential for building loyalty. 

• Why the future of hospitality is emotion-led and what that means for the guest experience you design.