Special - I'm In - P4H Live recording - The Psychology of Exceptional Customer Service

02/27/25 • 47 min

"I'm In": The Official Institute of Hospitality Podcast

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests: Peter Avis FIH – Business Development and Community Engagement Manager for the London Hilton Park Lane, Vice Chairman of the IOH

Amber Staynings - CEO and Founder of Bums On Seats, Co-Founder of Heidi, an emerging tech start-up

Miranda Quantrill - Hospitality Educator at Westminster Kingsway College

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Welcome to this special live episode of the "I'm In" podcast, the official podcast of the Institute of Hospitality. Recorded in front of a live audience, In this engaging discussion, Phil is joined by distinguished guests Amber Staynings, Peter Avis, and Miranda Quantrill to explore the profound impact of psychology in the hospitality industry, especially concerning guest experience. Below are the key takeaways from this enlightening conversation:

Key Topics Discussed:

Exceptional Customer Service:

Defining exceptional customer service versus average service.
Elements that contribute to a memorable guest experience, including emotional connection and service quality.

Psychological Principles in Customer Service:

Importance and impact of genuine interactions and emotional intelligence.
Real-life examples demonstrating the application of psychology to recover customer relationships.

Training and Staff Development:

The critical role of training in building social and practical skills among hospitality staff.
Need for consistency and investment in employee development.

Internal and External Perceptions:

The impact of employees' appearance and mindset on service delivery.
How culture, pride, and personal care influence job performance.

Balancing Work and Well-being:

Addressing workload, self-care, and achieving a healthy work-life balance.
Motivational strategies to enhance employee engagement and retention.

Practical Applications of Psychology:

The role of psychological profiling to understand and cater to diverse customer needs.
Training strategies using scenarios and gamification to improve service standards.

Leadership and Team Dynamics:

Guidance on fostering a supportive and positive workplace environment.
Encouraging open communication and clear expectations.

Motivational Insights:

Panellists share their personal motivations and highlights from their careers in hospitality.

Key Quotes:

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Interactive Q&A:

Audience questions addressed around the topics of guest psychology in podcasts, and personal career highlights of the panellists.

This episode provides valuable insights into the delicate balance of delivering exceptional hospitality through understanding and leveraging psychological principles. Whether you're an industry veteran or new to the field, the discussions within this episode are sure to resonate and

inspire.

**Join the Conversation:**

Twitter: @IoH_Online

Instagram: @ioh_online

LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests: Peter Avis FIH – Business Development and Community Engagement Manager for the London Hilton Park Lane, Vice Chairman of the IOH

Amber Staynings - CEO and Founder of Bums On Seats, Co-Founder of Heidi, an emerging tech start-up

Miranda Quantrill - Hospitality Educator at Westminster Kingsway College

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Key Topics Discussed:

Exceptional Customer Service:

Defining exceptional customer service versus average service.
Elements that contribute to a memorable guest experience, including emotional connection and service quality.

Psychological Principles in Customer Service:

Importance and impact of genuine interactions and emotional intelligence.
Real-life examples demonstrating the application of psychology to recover customer relationships.

Training and Staff Development:

The critical role of training in building social and practical skills among hospitality staff.
Need for consistency and investment in employee development.

Internal and External Perceptions:

The impact of employees' appearance and mindset on service delivery.
How culture, pride, and personal care influence job performance.

Balancing Work and Well-being:

Addressing workload, self-care, and achieving a healthy work-life balance.
Motivational strategies to enhance employee engagement and retention.

Practical Applications of Psychology:

The role of psychological profiling to understand and cater to diverse customer needs.
Training strategies using scenarios and gamification to improve service standards.

Leadership and Team Dynamics:

Guidance on fostering a supportive and positive workplace environment.
Encouraging open communication and clear expectations.

Motivational Insights:

Panellists share their personal motivations and highlights from their careers in hospitality.

Key Quotes:

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Interactive Q&A:

Audience questions addressed around the topics of guest psychology in podcasts, and personal career highlights of the panellists.

inspire.

**Join the Conversation:**

Twitter: @IoH_Online

Instagram: @ioh_online

LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

Previous Episode

#041 - I'm In - The Institute of Hospitality's Official Podcast - What Motivates People?

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

This episode of “I’m In” brought together three more esteemed professionals from within the membership to explore the multifaceted concept of motivation in the hospitality industry. The conversation is engaging, introspective, and peppered with real-life anecdotes that shed light on what drives individuals in one of the most demanding yet rewarding industries.

Key Takeaways:

Motivation Beyond Money
Leadership and Relationships
The Power of Teams
Mindset V Circumstance
Inspirational Leadership Stories
Resilience in Hospitality

Memorable Quotes:

"People follow people." – Raj Chakraborty

"Motivation is a multi-dimensional problem." – Charlotte Bailey

"Leadership is about treating people the way you wish to be treated." – Miles Pooley

"Motivation is both a mindset and a circumstance—it requires long-term vision and short-term action." – Charlotte Bailey

As always, our guests gave their reasons for saying I’m in to the IOH and included:-

Networking and events
To be involved in a significant industry Body
To get behind the direction of the organisation
To connect with the industry

This discussion not only delves into the depths of motivation in hospitality but also serves as a blueprint for leaders in any industry striving to inspire their teams effectively.

Host: Phil Street FIH

Guests:

Miles Pooley FIH: CEO, Royal Air Force Club
Raj Chakraborty FIH: Regional General Manager, Macdonald Hotels
Charlotte Bailey AIH: Le Manoir Aux Quat’Saisons, A Belmond Hotel

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

Twitter: @IoH_Online

Instagram: @ioh_online

LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

Next Episode

#042 - I'm In - How to Build a World Class People Team

This Podcast is Sponsored by Leonardo Hotels UK & Ireland - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests: Eugenio Pirri FIH, Matthew Burbidge-Airs MIH, Lauren Sargent AIH

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

This month, Phil Street sat down with Eugenio Pirri, Lauren Sargent and Matthew Burbidge-Airs to take on a million-pound question: How do you build a world-class people team in hospitality?

Whether you’re an industry veteran or just getting started, this episode is a masterclass on creating exceptional people teams that not only align with business goals but also foster sustainable success, innovation, and adaptability in the ever-evolving hospitality sector.

In this episode, we discuss:

Foundations for a World-Class People Team
Structures That Work
The Importance of Culture
The role Technology can play
Mistakes to Avoid
What does the future of People Teams look like?

Why our Guests said, “I’m In!”:-

Eugenio Pirri:

Eugenio draws strength from his passion for people and culture, believing in the IOH’s role in elevating standards, inspiring young talent, and representing the hospitality industry on key platforms.

Lauren Sargent:

Lauren is proud of IOH’s events, networking tools, and, most meaningfully, its influence on those early in their hospitality careers. She also celebrates the proud moment of her company, Leonardo Hotels, winning the “Equity, Diversity and Inclusion Employer of the Year” award in 2024.

Matthew Burbidge-Airs:

Matthew, an advocate for the opportunities hospitality offers, especially its unique travel element, sees the IOH as a hub for sharing ideas and building strong professional networks.

Outstanding Quotes from the Episode:

"It's not our job to tell people what to think. It's our job to give people the tools to think for themselves." – Robert Richardson, shared by Phil Street.
"The guest doesn't really care about silos; they just want to be looked after." –Matthew Burbidge Airs
"It's about giving the people managers the tools to be great people managers." – Lauren Sargent
"If you don't know what your culture is, how are you supposed to recruit on it, train on it, or develop loyalty based on it?" – Eugenio Pirri

When it comes to building world-class people teams, this episode is hospitality gold. Don't miss this enlightening conversation packed with actionable insights and heartfelt reflections.

Tune in now!

**Join the Conversation:**

Twitter: @IoH_Online

Instagram: @ioh_online

LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]