Youtube Video

Summary published at 10/17/2024

Hospitality MD Episode Summary

πŸ‘‹ Host: Kyle from Hospitality MD

πŸ“… Last Episode: Interview with David Lund on Hotel Financials 101.

πŸ“š This Week's Guest: Shep Hyken, customer service expert and New York Times best-selling author.

πŸ”‘ Topic: How to get hotel guests to return to your property.

πŸ“– Shep's New Book: "I'll Be Back" available on Amazon.

Key Insights from Shep Hyken

🎀 Experience: Shep has been in the hospitality and customer service industry for over 24 years.

πŸ’‘ Hospitality Mentality: Essential for all industries, not just hospitality.

πŸ‘₯ Hiring Insight: Preference for candidates with hospitality experience over traditional customer service roles.

πŸ” Moments of Truth: Every interaction with a customer shapes their perception of the brand.

πŸ“ˆ Customer Expectations: Guests compare experiences to the best service they’ve received from any company.

Practical Applications

πŸ› οΈ Action Steps: Regularly assess and improve customer experience through team discussions and feedback loops.

πŸ“Š Feedback Mechanism: Implement real-time feedback systems to address guest needs immediately.

🌟 Employee Empowerment: Every employee represents the brand; their actions impact overall guest experience.

Conclusion

πŸ™Œ Thank You: Shep for sharing valuable insights on enhancing guest experiences.

πŸ”— Follow Up: Check the link in the description for Shep's book and follow Hospitality MD on social media.

πŸ“… Next Episode: Stay tuned for more high-quality content!

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