Turning around situations to build loyalty - Brian Proctor, Leeds Hospitality Group

Brian Proctor is an exceptional hospitality leader who held executive roles at Starwood, Evolution Hospitality, and BridgeStreet - where he was Chief Operating Officer - before founding Leeds Hospitality Group.

Today, he shares with us how he trained his team to handle a situation that could have turned confrontational - but instead, he would use it to inspire guest loyalty for life.

👉 How can you help your team provide better hospitality today by showing them how to diffuse situations like these and earn loyalty?

Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.

Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands