Episode Details

In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable.

Listeners will learn:

• Why true loyalty isn't earned with points but with something far more profound that taps into our human nature 
• What we can learn from the world of theater 
• Why it's easier than ever to build guest relationships
• The importance of being nice and training employees on emotional intelligence, self-awareness, and empathy
• How hotels can use technology to remove friction and create opportunities for meaningful engagement 

Mentions:

• Aman New York (15:44)
• Fifth Avenue Hotel NYC (15:55)
• RH Guesthouse (16:05)
• Faena Hotel New York (16:08)
• W Hotel Bangkok (03:16)
• American Airlines Concierge Key program (07:38)
• The Hollywood Roosevelt Hotel (06:35)
• Les Schwab Tire Company (16:55)
• Peninsula Hotel Beverly Hills (21:58)
• Marriott Hotels (22:50)
• Nike (25:25)
• Maslow's Hierarchy of Needs (27:29 and 31:11)
• Starbucks (32:14)

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