Perfection or Perception? With The Mandrake, The Other House and Kula

In this special live panel from our Service event at BrewDog Waterloo, three leading hospitality operators share honest insights about creating memorable guest experiences in modern hotels. From sensory design to technological innovation, discover what really makes guests come back.🏨 What Guests Really RememberThe panel opens with a fundamental question: "When you think about your own hotels, what do guests remember most—the flawless execution or how the experience made them feel?"Eljesa kicks off the discussion by explaining how The Mandrake is specifically built for the senses, with their "stay beyond yourself" ethos creating feelings at the forefront of every guest's experience.Why people remember care over service perfectionThe importance of human connection versus flawless executionHow elevated service can create bigger problems when mistakes happenThe debate: do you need operational excellence before emotional connection?✨ Creating Memorable MomentsThe critical importance of first impressions and initial interactionsMoving beyond scripted service to authentic human connectionsThe Mandrake's unique character-finding check-in process using shapesWhy the beginning of any relationship matters most🎯 Personalisation at ScaleBalancing boutique experiences with operational growthEmpowering teams to create personalized interactions"Freedom within a framework" - giving teams autonomy within clear boundariesHow 77% of guests now expect personalized experiences💻 Technology's Role in HospitalityUsing tech as an enabler, not a replacement for human interactionThe importance of getting your tech stack right from the startWhy contactless payments represent the gold standard of hospitality techWhatsApp vs. email for building genuine guest relationshipsThe danger of COVID-era efficiency replacing experience🎭 Design vs. ExperienceThe balance between architectural design and service designWhy we spend millions on buildings but underinvest in experience designCreating experiences that work in any physical spaceThe Mandrake's "portal" - a black space designed to separate guests from the outside world💡 Key TakeawaysOperational excellence provides the foundation, but emotional connection drives loyaltyKnow your brand identity and who you're NOT forAim for perfection, even if you don't achieve it every timeHospitality's core purpose: changing someone's day for the better through careThe emotional connection starts within your team, then flows to guests"No one ever fell in love with a QR code." - Paul Spencer"Service is about trying to find a way of delivering something that feels special, but also doing it in a way that feels human." - Paul Spencer"Once you figure out who you do not want to be and who you are not, you can then pinpoint exactly who you are." - Eljesa Saciri"If you have the chance to make someone's day, take it." - Host"Forget how perfect your drink is, but remember the person that brought it to you." - Paul SpencerEljesa SaciriStephen NashPaul SpencerListen now to discover how these hospitality leaders are redefining guest experiences in 2026 and beyond.Part of the Tech Podcast four-part Service event series featuring operators from Fulham Shore Group, Wahaca, Bill's, Cote, Kerb, and more.