This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests: Peter Avis FIH – Business Development and Community Engagement Manager for the London Hilton Park Lane, Vice Chairman of the IOH

Amber Staynings - CEO and Founder of Bums On Seats, Co-Founder of Heidi, an emerging tech start-up

Miranda Quantrill - Hospitality Educator at Westminster Kingsway College

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Welcome to this special live episode of the "I'm In" podcast, the official podcast of the Institute of Hospitality. Recorded in front of a live audience, In this engaging discussion, Phil is joined by distinguished guests Amber Staynings, Peter Avis, and Miranda Quantrill to explore the profound impact of psychology in the hospitality industry, especially concerning guest experience. Below are the key takeaways from this enlightening conversation:

Key Topics Discussed:

Exceptional Customer Service:

• Defining exceptional customer service versus average service.
• Elements that contribute to a memorable guest experience, including emotional connection and service quality.

Psychological Principles in Customer Service:

• Importance and impact of genuine interactions and emotional intelligence.
• Real-life examples demonstrating the application of psychology to recover customer relationships.

Training and Staff Development:

• The critical role of training in building social and practical skills among hospitality staff.
• Need for consistency and investment in employee development.

Internal and External Perceptions:

• The impact of employees' appearance and mindset on service delivery.
• How culture, pride, and personal care influence job performance.

Balancing Work and Well-being:

• Addressing workload, self-care, and achieving a healthy work-life balance.
• Motivational strategies to enhance employee engagement and retention.

Practical Applications of Psychology:

• The role of psychological profiling to understand and cater to diverse customer needs.
• Training strategies using scenarios and gamification to improve service standards.

Leadership and Team Dynamics:

• Guidance on fostering a supportive and positive workplace environment.
• Encouraging open communication and clear expectations.

Motivational Insights:

• Panellists share their personal motivations and highlights from their careers in hospitality.

Key Quotes:

• “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Interactive Q&A:

• Audience questions addressed around the topics of guest psychology in podcasts, and personal career highlights of the panellists.

This episode provides valuable insights into the delicate balance of delivering exceptional hospitality through understanding and leveraging psychological principles. Whether you're an industry veteran or new to the field, the discussions within this episode are sure to resonate and

inspire.

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