In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on excellence in hospitality and how to scale it across multiple properties.

• Guest Experience and Personalization (01:00) - Hear a story about a guest's feedback on the price of Diet Coke and how the team responded to enhance the guest experience.
• Scaling Operations (02:59) - Discover the operational challenges and strategies involved in scaling from a single property to multiple resorts.
• Building a Strong Team (03:23) - Understand the importance of having a great business partner and team members, and how they contribute to the company's success.
• Creating a Unique DNA (05:29) - Learn how Grace Bay Resorts developed its unique DNA by integrating systems and processes from various luxury brands.
• Importance of Culture and People (05:40) - Explore the role of leadership, culture, and team dynamics in creating a successful hospitality business.
• Effective Communication (06:15) - Find out how the company communicates its DNA and values to new team members and ensures alignment across all levels.
• Technology in Hospitality (08:05) - Gain insights into how technology is used to improve processes and service delivery in luxury hospitality, while maintaining a high-touch experience.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands