The Hospitality Mentality

Create Raving Fans Through Your Guest Experience

Josh Liebman

$31.95 $28.67

Paperback

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English

Morgan James Publishing llc
21 December 2023

Behavioural economics; Customer services; Service industries

When every member of staff embraces why guests visit and considers the alternative options they had, you unlock a powerful mindset: The Hospitality Mentality.

Guest experience expert Josh Liebman’s The Hospitality Mentality is a framework that leverages a company’s greatest asset—its people—and enables all staff members, especially those on the front line, with tools to enhance the guest experience in powerful ways, creating a strong desire to return and share their experience with others.

Business leaders will gain inspiration to take their service standard to the next level, knowing that this is an area that cannot plateau. Readers will be motivated to go above and beyond guests’ expectations through creating hyper-personalized experiences, amplifying enthusiasm, anticipating needs, and crafting superior “wow” moments that solidify memories that take satisfaction to the next level. By maximizing the benefit of guest feedback and directly addressing complaints, service providers can strengthen their relationship with their guests, ultimately leading to business/brand loyalty.

The impact of The Hospitality Mentality is more than a warm, fuzzy feeling—it will drive a business forward.

By: Josh Liebman
Imprint: Morgan James Publishing llc
Country of Publication: United States
Dimensions: Height: 216mm, Width: 140mm,
ISBN: 9781636981765
ISBN 10: 1636981763
Pages: 254
Publication Date: 21 December 2023
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

Josh Liebman specializes in guest experience within attractions, tourism, and hospitality, including service standards, complaint resolution, and driving guest loyalty. He is a serial entrepreneur, consultant, and speaker. Josh’s educational background includes a bachelor’s degree in Hospitality Management along with a master’s degree in Hospitality & Tourism, both from the University of Central Florida’s Rosen College of Hospitality Management. Josh has worked for some of the top attraction operators in the world, including, but not limited to Walt Disney World, Universal Orlando, Merlin Entertainments, and Cedar Fair. He has been integral to the openings of multiple venues in various leadership capacities. Additionally, Josh has consulted for many of the world's leading hospitality brands, including Ritz Carlton, Four Seasons, and Waldorf Astoria. He is the Co-Host of the AttractionPros Podcast and Host of the Guest Experience Show and currently resides in Chicago, IL.