About This Show
Sharing hospitality industry tips and advice for hoteliers on the topics of Quality and Service. Listen in for regular interviews from the hospitality industry professionals with a proven reputation for success.
Most Recent Episode
EP #39 – The Power of Moments with Author Chip Heath - Hospitality Academy
How To Create Defining Moments Without Breaking the Bank.
In a world full of cell phones, crystal clear video, and instant gratification, creating an impactful guest experience is harder than ever. The good news is there are still ways to create defining moments that connect with your guests, are cost-effective, and create memories and experiences your guests can’t wait to share in their hotel reviews.
In Episode 39 we talk with Chip Heath, Stanford Business School professor and co-author of The Power of Moments. According to the book’s website, Chip and his brother Dan’s book, “explores why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.” In this podcast episode, Chip covers the framework laid out in his book for creating a memorable and meaningful experience for your guests and how to implement an effective employee recognition program.
What can you remember from your childhood? Is there a nice smooth timeline of events that’s clear as day where every minute is cataloged and easily accessed inside your brain? Or is it more like a series of memorable moments, each having a profound and meaningful connection to you? It’s more likely the latter, which is what Chip reminds hospitality industry insiders. Guest experience is made in powerful moments, not mundane details. Defining moments can happen anywhere. It’s about stopping long enough to see them through the guest’s eyes and make sure to connect with them on a level they won’t soon forget.
The check-in process for example. The standard greeting, impersonal chit chat about where you’re traveling from, and regular information gathering is necessary, but how can we make it memorable? What if the staff checking the guest in was explaining exactly what they’re doing throughout the process, genuinely connecting with the guest by showing they understand what it must be like to have traveled so long and be ready to s