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"I believe that we are all in the business of serving other people. We just happen to sell them different things." We had the privilege to speak with Will Guidara, the visionary behind the world-renowned Eleven Madison Park. Will shared his deep insights on the essence of customer experience and the true meaning of hospitality. 💎 The Core of Customer Experience: “We should all just care a little bit more and try a little bit harder to make people feel seen, to give them that sense of belonging. It's about how you make people feel.” 💎 The Distinction Between Service and Hospitality: “Service is getting the right food to the right person at the right time. Hospitality is the way you make someone feel through the service.” 💎 Measuring the Return on Hospitality: “While it's harder to calculate the return on people feeling appreciated, that doesn't mean the return is not there.” Tune into our blog for more from Will Guidara on cultivating a culture of hospitality: https://lnkd.in/dRbETdcK #nbforum2024 #hospitality #leadershipdevelopment

Creating Unique Customer Experiences with Strategic Partnerships At The Intersection of Hospitality and Retail Today, the business environment is very dynamic, and there is a rising trend of convergence of hospitality and retail business through creating unforgettable guest experiences. Strategic partnerships between hotels, restaurants, and retail brands are becoming more common, with one goal in mind: provide value for consumers by designing and delivering unique & immersive experience that are more than just sales experiences. Imagine if you could spend a night in a stylish boutique hotel and all the artwork on the walls, the fluffy bathrobe on your bed, the cushions, everything is a product that you can buy so that you leave the hotel with a wonderful memory of the experience. In that regard, through convenience, lifestyle, and personalized service, we will be addressing customers in a different paradigm. These are not just about the cross-selling, they are about creating experiences that leave a long-lasting emotional effect. For example, luxury fashion brands partnering with luxury hotels, offering shopping that caters to guests’ preferences without requiring them to step out of the comfort of their room. Or consider the growth of food and beverage pop-ups in retail locations so that you can enjoy high quality food while you go shopping. Besides interacting with customers/prospects and making them satisfied with the overall experience in return, these also generate new sources of revenues for both sectors, and it underlines that the future of retail and hospitality in co-creation and shared values. Based on the increasing need for experiential travel and shopping, as outlined above, what will be the future form of these partnerships? How do you relate to the likes of the above scenarios where collaborations are often observed in foggily defined industry boundaries? Would be interested to know your thoughts regarding how ‘retailers & hospitality brands’ can start developing meaningful partnerships to enhance the customer journey into memorable events and how these ‘cross industries partnerships’ add value to the brands and the end consumer in the future. #StrategicPartnerships #Innovation #Retail #Hospitality #HospitalityMeetsRetail #CustomerExperience

Just finished Unreasonable Hospitality by Will Guidara. This book is a game-changer! Guidara’s insights into creating extraordinary customer experiences are incredibly inspiring. As a company rooted in our TIPS values - Transparent, Innovative, Personable, and Servant-minded - we’re always seeking new ways to exceed expectations. Unreasonable hospitality is a choice: It’s about going beyond what is expected to create unforgettable experiences for customers. By focusing on people, not profits, and building strong relationships with both customers and employees, we can foster a culture of care that empowers our team to deliver exceptional service. The automotive industry is evolving, and so are we. By embracing the principles of unreasonable hospitality, we can deliver exceptional experiences that resonate with our customers and solidify our position as industry leaders. This book is a must read if you haven't had a chance to check it out. What can we do differently in the automotive industry to create awesome experiences? #wearerohrman #unreasonablehospitality

Dive into 'Unreasonable Hospitality' by Will Guidara, where he unveils the art of going beyond the ordinary in customer experience. Discover the magic of creating legends – experiences that transcend expectations and redefine hospitality. 🌟📚 #UnreasonableHospitality #CustomerExperience #HospitalityRevolution #CustomerExperienceMastery #UnreasonableMagic #CreatingLegends #BeyondExpectationsReads #GuidaraJourney #ServiceExcellence #HospitalityInnovation #BookRecommendation #ExceptionalCustomerJourney #UnleashHospitalityMagic #TranscendExpectations #RedefiningService #LegendaryExperiences #CustomerSatisfactionElevated #HospitalityGems #UnreasonableExcellence #InspiringHospitalityReads #ServiceBeyondOrdinary #RevolutionizeCustomerExperience #therealissaj #fyp #explore

💡 "Redefining Airport Retail and Hospitality Experiences for Modern Travellers", written by Jonathan Song, Chief Commercial Officer at Plaza Premium Group. What might a brand activation within a lounge look like? In this blog, Jonathan talks about airport lounges and their potential to evolve into multi-functional spaces and create customer experiences. Read the full story: https://lnkd.in/dBbTVifp

The report underscores the pivotal role of service culture over amenities in defining luxury. It highlights strategies like personalizing experiences, empowering staff for immediate decision-making, and regularly updating services to surpass guest expectations. Essential reading for service industry leaders focused on enhancing customer experience. #CustomerExperience #LuxuryHospitality #ServiceExcellence #McKinseyInsights"

✈️🏨 In an era where personalization and guest experience are key, the move from focusing solely on Revenue per Available Room (RevPAR) to Total Revenue optimization marks a significant leap forward for hoteliers. Nawfel Koundi presented our latest technology at the Global Revenue Forum in Milan, Italy. Find out how SynXis Retail Studio is driving this transformation, enabling hoteliers to unlock additional revenue streams beyond room sales 👇#hoteltechnology #hoteldigitalstrategies #gobeyond #hotelmerchandising

3 Hospitality Trends Shaping 2024 After a great conversation with Scott Green, I’ve been reflecting on how hospitality continues to evolve. Here are three key trends shaping the space this year: 1. Industries are embracing hospitality to enhance customer experience. From casinos to retail, more businesses are incorporating hospitality elements to boost retention and loyalty. It’s no longer just about the transaction—it’s about creating a memorable experience. A recent example is LVMH and Accor partnering to revitalize the iconic Orient Express brand, with plans to launch a sailing ship in 2026 and resurrect the historic train for luxury travel*. 2. Customer experience goes beyond food. Hospitality is becoming more immersive. Guests are seeking entertainment, learning experiences, and interactive moments beyond a great meal and service. Think of table-side cocktail preparation—where the experience elevates the drink, and guests are willing to pay for the added value. 3. Uniqueness and authenticity are key. Whether it’s creative mixology, sourcing local ingredients, reviving traditional techniques, or gamifying the guest experience, unique positioning and long-term branding are more crucial than ever to stand out. How are you seeing hospitality change in your space? Let’s connect and discuss! #HospitalityIndustry #CustomerExperience #HospitalityTrends #MarketingStrategy #AlwaysLearning *https://lnkd.in/eAsBXP-s.

Excellent perspective on hospitality

🚀 The appointment of Shawn O’Connell as Executive Vice President of Sales Americas at Uniguest signals an exciting shift in the hospitality technology landscape. With over 20 years of experience in AV and technology, Shawn's leadership promises to propel Uniguest towards its ambitious growth objectives. Why is this important for the hospitality sector? 💡 Digital engagement technology is transforming how hotels and similar venues interact with their guests. Here are a few key points to consider: - **Enhanced Guest Experiences**: Advanced solutions like digital signage and IPTV can create more immersive and informative environments for guests, making their stays more enjoyable. - **Operational Efficiency**: As hotels adopt connected technology solutions, they can streamline operations, providing a seamless experience for both staff and guests. - **Strong Client Relationships**: With a Net Promoter Score of 81, Uniguest demonstrates its commitment to customer satisfaction, which is crucial in the competitive hospitality market. As technology continues to evolve, leaders like Shawn will play a pivotal role in pushing innovation forward. How is your hotel embracing technological advancements to improve guest engagement? Share your thoughts in the comments! 💬 #HospitalityTechnology #DigitalEngagement #GuestExperience Image source: Uniguest