This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals.
Learn more about Wheelhouse here ➡️ https://usewheelhouse.com
Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse.
Dominique Pibia-de Groot is the owner of DG Hospitality, a Dutch company that trains hospitality teams to create memorable experiences and advises organizations within the hospitality industry how they can improve their customer journey.
When we were discussing doing this episode, our conversation turned to the state of hotel and restaurant openings as pandemic restrictions are lifted and whether or not businesses should in fact reopen at 100% when they’re allowed to do so.
A robust discussion became a full show about customer service, creating emotional and practical experiences and working with limited resources.
At the end of the day, we find that focusing on the fundamentals will see us through the next year or more as we get back to normal life.
On this episode we discuss:
- How to measure ROI with employee training (5:33)
- Using the senses to create emotional engagement (6:49)
- Low barrier actions that business should be focused on right now (11:38)
- The benefits of defining your customer personas (15:12)
- How customer service and customer expectations have changed through the pandemic (17:44)
- Is an emotional experience or practical experience more important? (25:18)
I am a very passionate guest experience educator and it’s my mission to make hospitality more beautiful for guests and employees. I have worked in several management positions within the industry. From a five star boutique hotel to a prestigious golf course, restaurants and events. With my own company, DG Hospitality, I train hospitality teams creating a memorable experience and I advise organizations within the hospitality industry how they can improve their customer journey with maximum ROI.
My motto: making guest experience work!
Connect with the Podcast on Social Media
There's More on Our Website
Our mission on the show is to look behind the curtain of the hospitality industry and share the tools, tips and trick that the world's best run hotels use everyday.
The show is produced by Knowing Hospitality, a full service hotel management and hospitality consulting company.
If we can help you in any way, please don’t hesitate to reach out.
You can book a free call with by going to:
SUBSCRIBE to our channel so you never miss an episode!
Don’t miss out on game changing hospitality insights. Sign up to our newsletter here👇
About this video:
Welcome to The Proven Principles Podcast! In each video Adam Knight from Knowing Hospitality interviews hospitality experts sharing insights, best practices and skills needed to help you and your business thrive.