Delighting Guests: Easier Than Ever? (Bashar Wali, Practice Hospitality)

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) A few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.If you want to advertise on Hospitality Daily, here are the ways we can work together.If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands