The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay.

In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care.

Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy.

Whether it’s building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away.

Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success.

Key Highlights for Easy Listening:

05:31 The Power of Emotional Intelligence in Building Hospitality Teams

07:53 Understanding Emotional Connections: Love Languages in Guest Experiences

12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests

15:07 Service Recovery: Addressing Bad Reviews with Transparency

18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality

21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences

Learn more about Bashar Wali and his work at hotelier.life.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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