Hospitality Podcast: LowKey by Oaky What Modern Guests Truly Want | LowKey Podcast (ft. Danica Smith, MorningStar GX) #28
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May 22, 2025 Danica Smith, CEO & Founder of MorningStar GX and a guest experience expert, dives into what modern guests truly want. She reveals the gap between guest desires and hotel perceptions, stressing that true personalization is key. Danica emphasizes the impact of emotional connections on loyalty and the importance of breaking down internal silos. Discover how technology complements human interaction and why prioritizing staff satisfaction directly enhances guest experiences, essential for thriving in hospitality today.
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Danica's Revelation on Guest Satisfaction
- Danica's marketing role showed her how online reputation drove more website traffic than the hotel website itself.
- This insight linked guest satisfaction directly to revenue generation, fueling her obsession with guest experience.
Guests Demand Unique Experiences
- Guests seek unique experiences that emotionally connect with them, but operational constraints challenge hotels.
- Hotels struggle to differentiate offerings within busy schedules and limited staff resources.
Misconceptions About Sustainability
- Hotels mistake simple sustainability gestures for guest desires, missing deeper expectations.
- Guests want transparent, meaningful sustainability efforts beyond checkbox incentives such as free drinks.