Why Visibility Unlocks Guest Satisfaction - Leora Halpern Lanz

In this episode, Leora Halpern Lanz, award-winning hospitality marketing leader and Associate Professor at Boston University’s School of Hospitality Administration, shares how visibility can directly impact guest satisfaction. Using a real-world hotel case study, she shows why physical and digital visibility matter as much as the investments we make in renovations.

Leora challenges hospitality leaders to think beyond promotion, asking whether we’re measuring the right things and whether our marketing reflects true care for guest wellness. You’ll hear why authentic engagement across touchpoints not only elevates the guest experience but also drives higher satisfaction scores.

If you’ve ever wondered why great ideas and investments don’t always translate into results, this conversation offers practical insights on turning visibility into value.

Learn more about her new book, Developing Your Marketing Mindset.

Also see: Developing Your Marketing Mindset: A Guide for Hospitality Professionals

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