In this week’s episode, we had the pleasure of chatting with Champa Magesh, Managing Director of Access Hospitality, who shared valuable insights on the importance of creating lasting memories in the hospitality industry. 🌟 Key Highlights: Memories Over Transactions: Hospitality is not just about service; it’s about creating emotional connections. Champa explains how every significant moment in life—from birthdays to weddings—can be tied to hospitality venues. These experiences shape guest loyalty and return visits. “I think hospitality is a very special industry, right? Because everything that hospitality does, I think, is about building memories.” Emotional Connections & Customer Loyalty: Champa emphasises that hospitality is a people business. The personal touch between staff and guests is crucial, and it’s this human connection that makes customers feel valued and return to venues where they’ve had memorable experiences. Role of Technology in Hospitality: Champa discusses how AI and technology can elevate the guest experience by personalising services, streamlining operations, and anticipating customer needs. But technology should enhance, not replace the emotional connection. Balancing Efficiency with Personal Service: While tech can boost operational efficiency, Champa highlights the need to empower staff to maintain that essential personal touch, ensuring memorable guest experiences while optimising behind-the-scenes operations. 💬 Champa’s Thoughtful Insights on managing change: “I think it’s really important when making change first to recognise what works, what’s the magic that has to be preserved and almost identify it and ring fence it so that you go that bit we do no harm.” 🎧 Tune in to hear more about the power of memories, the role of technology, and how Access Hospitality is shaping the future of guest experiences.

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