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Why Your First Impression Could Make or Break Guest Experience TSHS – 121

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Manage episode 473985547 series 3082990
Content provided by Sam-Erik Ruttmann. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Sam-Erik Ruttmann or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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 hospitalitySylvie digiusto

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.

  continue reading

160 episodes

Artwork
iconShare
 
Manage episode 473985547 series 3082990
Content provided by Sam-Erik Ruttmann. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Sam-Erik Ruttmann or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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 hospitalitySylvie digiusto

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.

  continue reading

160 episodes

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