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E107 Hidden Hospitality: The Guest Experiences Hiding in Plain Sight
Description
What if the biggest opportunities to create extraordinary guest experiences aren't in the places you normally look?
In this episode of the YES Show, I'll take us inside one of the most overlooked spaces in a full-service hotel and then bring that back to any hotel. These spaces welcome some of a hotel's most loyal guests every day, yet they can easily fall outside a leader's regular walk-through.
In This Episode, You'll Learn:
* Spot guest touchpoints that deserve a closer look.
* Learn what team members hear that leaders may miss.
* Give your team simple ways to make a personal connection count.
Your YES challenge: Pick one overlooked touchpoint and experience it as a guest would.
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