Episode Details

In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on whether it is harder or easier than ever to build strong guest relationships in the hospitality industry.

Listeners will learn:

• Why Bashar believes it is easier than ever to build guest relationships due to the availability of information on social media and the low bar for exceeding guest expectations (01:21)
• The importance of focusing on emotional intelligence, empathy, and culture rather than transactional mystery shops (02:14)
• A story illustrating the impact of a simple, genuine welcome gesture on a guest's experience after a stressful travel journey (03:37)
• The concept of hotels and restaurants being a respite from daily life, where guests can feel taken care of in a magical world (04:52)
• The role of staffing and creating a culture that celebrates and rewards employees for providing exceptional guest experiences (06:02)

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