Ryan Mann

Ryan Mann, a Partner at McKinsey & Company, discusses how top hotels achieve outstanding service. He emphasizes the vital role of leadership in hotel performance and cultivating a culture of excellence. Mann highlights the importance of empathy in guest interactions and shares innovative hiring practices for exceptional customer service. He also addresses the balance between cost management and quality. Technology's role is explored, emphasizing it should enhance, not replace, the human touch. Reinventing guest experiences is key to staying relevant in hospitality.