Josiah Mackenzie

Josiah Mackenzie is a researcher focused on guest experience in the hospitality sector. He shares valuable insights on how evolving guest expectations, especially post-COVID, demand a stronger focus on relationship-building. He emphasizes the direct link between guest satisfaction and financial performance, revealing that enhanced experiences lead to better reviews and increased revenue. Mackenzie also discusses the challenges hotels face, like staffing shortages and data management, and how overcoming these can unlock significant profitability.