Hospitality Daily Podcast Delighting Guests: Easier Than Ever? (Bashar Wali, Practice Hospitality)
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Aug 16, 2024 Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, explores the evolving dynamics of guest relationships in hospitality. He argues that social media has made it easier to connect with guests meaningfully. The conversation highlights the value of emotional intelligence over transactional interactions. A heartwarming story about a simple welcoming gesture shows its profound impact on guests. Wali also emphasizes the need for a supportive culture that rewards staff for fostering exceptional experiences, creating a magical escape for visitors.
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Easier Today Because Guests Share Themselves
- Bashar Wali argues it's easier now to build guest relationships because guests publicly share personal details on social media and staff can access that information.
- He says the bar for delighting guests is low and simple gestures can create outsized emotional impact.
Snickers And A Sticky Note
- A front-desk agent at a budget hotel bought a Snickers and left a sticky note saying "Happy birthday Emily," surprising a guest.
- Bashar uses this story to show culture and empathy matter more than SOPs or training.
Measure Emotion Not Checkboxes
- Do prioritize culture, emotional intelligence, and empathy over rote mystery-shop checklists.
- Ask how guests felt, not just whether boxes were checked during service evaluations.