Hospitality is all about creating that connection with your guests, and empathy is the tool for solidifying it.
In our first installment in the Lead Through Empathy series, we talk to hospitality experts Adam Walker, Executive Director of Consumer Foresight and Market Exploration at Disney, and Alec Dalton, Senior Manager of Global Quality at Marriott International.
They provided some insight about how to operationalize empathy to deliver for the guests of today and prepare for the guest of the future.
In this webinar, we discuss the steps that leaders from these global companies have taken to keep up with rapidly changing expectations, in the pandemic and beyond.
Some key topics discussed by our panel of hospitality experts are:
- How to gauge whether shifting customer expectations are temporary or here to stay
- The importance of planning for multiple scenarios for the future
- Tips to foster relationships with seemingly endless guest personas