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The Hospitality Mindset at Work: Presence, Care, and Real Connections Across Industries with Carlee Wolfe
Manage episode 506452461 series 3661632
On this BizBlend Podcast episode, host Sana and guest Carlee Wolfe unpack the hospitality mindset—a practical approach to customer experience and team culture rooted in presence, curiosity, and generosity. Drawing from roles across hospitality, retail, sport, and education, Carlee shows how “being seen, cared for, and supported” translates into better CX, loyalty, and performance without slowing execution. They explore avoiding performative networking, designing touchpoints that feel personal (online and in-person), and protecting employees from burnout with simple, human behaviors that compound. This is a direct playbook for leaders, founders, and client-facing pros who want results and relationships.
About the guestCarlee Wolfe is a culture, talent, and transformation leader with 20+ years of experience spanning hospitality, retail, sports, and education. She helps teams turn strategy into repeatable, human-centered behaviors that customers and employees actually feel.
Key takeaways :Hospitality mindset ≠ customer service script. It’s the consistent practice of seeing people’s real context and needs—then responding with thoughtful action.
Presence outperforms polish. Tune your senses: what you hear, see, and feel in the moment guides better questions, support, and outcomes.
Design beyond the transaction. From a warm greeting in-store to an intuitive UX online, map touchpoints that make customers feel known.
Low-cost care scales. A follow-up “How are you feeling today?” can matter as much as a care package—meaningful doesn’t have to be expensive.
Speed and care can coexist. Use tools, insights, and data to move fast and personalize at scale.
Ditch performative networking. Go past titles and business cards; exchange something useful or memorable for both sides.
Employees first to prevent burnout. Supporting people’s human needs sustains performance and service quality.
Think “home for the night.” In hospitality (and beyond), act as if you’re caring for someone in your space—because you are.
LinkedIn: www.linkedin.com/in/carleeawolfe/
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