Peak-End Rule: From First Impressions to Fond Farewells

What’s the secret to a memorable guest experience? In this episode, we break down the “Peak-End Rule” and reveal how to make every stay unforgettable. From setting the perfect first impression to adding surprise touches guests will rave about, learn how to craft experiences that end on a high note. Discover why your frontline team is the magic maker and how handling complaints sincerely can turn a negative into lifelong loyalty. Tap into the emotions that stick—because guests won’t remember every detail, but they’ll remember how you made them feel. Hosted on Acast. See acast.com/privacy for more information.

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Psycho Hospitality: Behavioral Insights for Luxury Hospitality flips the script on traditional guest experiences, revealing the psychology behind what makes a stay truly unforgettable. Hosted by applied creativity and hotel marketing experts Kim Bagayawa and Mike Dell of The Essential Hotelier, along with behavioural science whiz George Quicksmith of Quicksmith Consulting, we dive headfirst into the art and science of high-end hospitality.We believe that while hotels compete fiercely on tangible luxuries—beds can only be so soft, desserts so sweet, and infinity pools so ... infinite — the next level of luxury lies in the mind. From the Peak-End Rule to Loss Aversion & Uncertainty, we decode the principles that get inside guests' heads. Each episode explores how a deep understanding of human behaviour can elevate hospitality from good to mind-blowing, transforming simple stays into extraordinary experiences. If you’re a boutique hotelier, marketer, or industry leader, the Psycho Hospitality podcast offers practical tips for creating extraordinary stays that guests will rave about.Because it's not just hospitality, it's Psycho Hospitality.Subscribe to Psycho Hospitality wherever you get your podcasts. Hosted on Acast. See acast.com/privacy for more information.