π Host: Kyle from Hospitality MD
π Last Episode: Interview with David Lund on Hotel Financials 101.
π This Week's Guest: Shep Hyken, customer service expert and New York Times best-selling author.
π Topic: How to get hotel guests to return to your property.
π Shep's New Book: "I'll Be Back" available on Amazon.
π€ Experience: Shep has been in the hospitality and customer service industry for over 24 years.
π‘ Hospitality Mentality: Essential for all industries, not just hospitality.
π₯ Hiring Insight: Preference for candidates with hospitality experience over traditional customer service roles.
π Moments of Truth: Every interaction with a customer shapes their perception of the brand.
π Customer Expectations: Guests compare experiences to the best service theyβve received from any company.
π οΈ Action Steps: Regularly assess and improve customer experience through team discussions and feedback loops.
π Feedback Mechanism: Implement real-time feedback systems to address guest needs immediately.
π Employee Empowerment: Every employee represents the brand; their actions impact overall guest experience.
π Thank You: Shep for sharing valuable insights on enhancing guest experiences.
π Follow Up: Check the link in the description for Shep's book and follow Hospitality MD on social media.
π Next Episode: Stay tuned for more high-quality content!