Episode Details

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.

• 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington
• 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton
• 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-Carlton

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