The Poetry of Hospitality Revolves Around Anticipation and Empathy
Photo Credit: The Withdrawing Room at the Lanesborough London hotel. Lanesborough London
Skift Take
While we sometimes focus our adulation in other spheres such as startups and their founders, hoteliers need to be recognized for the hidden creativity that goes into doing their jobs well.
Colin Nagy, head of strategy at Fred & Farid, a global advertising agency, writes this opinion column for Skift on hospitality, innovation, and business travel.
"On Experience" dissects customer-centric experiences and innovation across hospitality, aviation, and beyond. You can read all of his columns here.
A few months ago, I had the opportunity to give a talk at the morning meeting at a great hotel. It was a 30-minute free flowing discussion on topics I’ve been thinking about regarding community, customer experience, and programming, and general observations from different regions.
Then I was a fly on the wall for some internal discussions. We covered a lot in a short time, and it was military in its precision. Participants discussed guests and their needs in detail, and intelligence flooded in from multiple staff members. They solved problems on the fly. Not only did they discuss these top
