Ryan Mann is a Partner at McKinsey & Company and shares insights from their latest research article, "How the world’s best hotels deliver exceptional customer experience."
Listeners will gain insights on:
- The Importance of Leadership: Understand what makes a great GM and how their leadership can significantly impact hotel performance.
- Cultivating a Culture of Excellence: Learn strategies to anticipate guest needs, exceed expectations, and create memorable experiences.
- Role of Technology in Hospitality: Explore misconceptions about technology in hospitality and how it can enhance, not replace, the human touch.
- Innovative Hiring Practices: Discover unique hiring techniques that help identify employees who will excel in customer service.
- Empathy and Guest Experience: Find out why empathy is crucial in understanding and meeting guest expectations.
- Employee Empowerment and Recognition: Learn about effective recognition and reward programs that motivate staff and enhance service delivery.
- Balancing Cost and Quality: Understand strategies for managing costs without compromising the guest experience.
- Reinvention and Innovation: Get tips on continuously reinventing the guest experience to stay relevant and appealing.
This episode offers valuable strategies and insights to help you excel in your role and elevate your property's service standards. Tune in to reconnect with your passion for hospitality and get inspired to take your guest experience to the next level.
A few more resources:
If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!
Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
