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Josiah Mackenzie

1093 posts

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

🔔 Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, discusses building guest relationships in the hospitality industry on his podcast episode dated Aug. 16, 2024. He believes it's easier than ever with social media and low expectations. Key points include the significance of emotional intelligence and employee culture in enhancing guest experience, illustrated by a story of a simple welcome gesture (03:37). The episode is supported by Sojern's report, "Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships.
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Post-Stay Engagement: The Most Untapped Opportunity in Hospitality? (Katharine Ames, The Indigo Road Hospitality Group)

📱 Katharine Ames, Chief Marketing Officer at Indigo Road Hospitality Group, on Aug. 16, 2024, discusses the untapped potential of post-stay engagement in hospitality. She compares the industry's practices to the retail sector's follow-up strategies and emphasizes the value of creating genuine guest affinity beyond traditional rewards programs. Indigo Road Hospitality Group engages past guests through personalized phone calls and social media to foster a return relationship.
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Where The Real AI Revolution Is Happening Now in Hospitality – Stuart Greif, Forbes Travel Guide

📈 Stuart Greif, Chief Strategy, Innovation & Operating Officer at Forbes Travel Guide, operates across 85+ countries. Formerly, he was Microsoft's Senior Executive for Travel & Hospitality, led J.D. Power's Global Hospitality & Travel group, and was the Travel & Hospitality leader at Amperity, a unicorn startup. Greif serves on the World Economic Forum’s Global Future Council and was on the Boutique Lifestyle Lodging Association board for 3 years. He partners with top travel brands and is recognized for DEI advocacy and thought leadership.
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