A podcast that inspires hoteliers to create meaningful and memorable experiences for their customers, in pursuit of their passion.
I share my views and experiences relating to hospitality, tech trends and also relating to humanity.
I am sitting down with world-class speakers, leading industry suppliers, top performing hoteliers, sharing about their inspiration, lessons they learned and how to make an impact.
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A podcast that inspires hoteliers to create meaningful and memorable experiences for their customers, in pursuit of their passion.
I share my views and experiences relating to hospitality, tech trends and also relating to humanity.
I am sitting down with world-class speakers, leading industry suppliers, top performing hoteliers, sharing about their inspiration, lessons they learned and how to make an impact.
Why Your First Impression Could Make or Break Guest Experience TSHS – 121
The Social Hotelier
41 minutes 47 seconds
7 months ago
Why Your First Impression Could Make or Break Guest Experience TSHS – 121
Why Your First Impression Could Make or Break Guest Experience
In this episode of The Social Hotelier Show, Sam-Erik Ruttmann welcomes renowned keynote speaker and author Sylvie Di Giusto.
Together, they explore the psychology of first and lasting impressions in hospitality
and how unconscious biases shape guest experiences.
Sylvie breaks down her signature "ABCD-E" framework—Appearance, Behavior, Communication, Digital Footprint, and Environment—offering practical tools for hospitality leaders to influence perception and build trust from the first moment.
The conversation also dives into the often-overlooked impact of a leader’s digital presence and how virtual interactions can elevate—or damage—credibility. Whether you're a hotel executive, manager, or aspiring leader, this episode offers actionable insights on how to become more intentional, authentic, and effective in your role . Subscribe, listen, and learn how micro-choices can create macro impact in guest experience.
The Social Hotelier
A podcast that inspires hoteliers to create meaningful and memorable experiences for their customers, in pursuit of their passion.
I share my views and experiences relating to hospitality, tech trends and also relating to humanity.
I am sitting down with world-class speakers, leading industry suppliers, top performing hoteliers, sharing about their inspiration, lessons they learned and how to make an impact.
