Ep 26 - How to Create a Memorable Guest Experience with Hospitality Experts Antonio Pibia & Dominique de Groot

GUESTS BIO

Antonio & Dominique is involved in hospitality on various fronts. Together they own Guestxinside, a company that focuses on the psychological aspects of the customer/guest journey. They inspire brands to be memorable, creating profitable customer journeys, and train staff accordingly. Antonio also owns an Italian restaurant with his brother in the Netherlands.

HIGHLIGHTS OF THE EPISODE

06:56  Antonio & Dominique’s introduction

07:58  How they started their company.

16:34  Why smell is important to enhance the guest experience.

19:56  What elements to look for to create an awesome guest experience.

24:05  A powerful aspect that they consider when developing guest journeys.

27:17  Creating something memorable, something different on your Airbnb.

28:10  How you can give a gift to a person that you don’t know.

29:32  The difference between hotels and Airbnb.

31:39  A tip for any short term rental owner or an Airbnb guy.

33:37  Thinking through that customer experience.

34:40  Building an experience and a story.

35:41  Leveraging scent of smell on your short term rental business.

36:21  Having positive emotion from your accommodation makes them want more.

38:53  Things that people should concentrate on customer care.

41:38  Training yourself non-verbal communication.

42:55  A couple of tricks when you’re not meeting with guests.

45:45  How to understand someone without seeing them in person.

44:27  What you can do to show that we care on the messaging or on the listing.

48:02  Make sure they never have a doubt that you’re a robot.

50:11  Where can people find out about Antonio & Dominique and their company?

50:54  Their #1 Secret to being successful in the hospitality industry.

NOTABLE QUOTES (KEY LESSONS):

"The experience should be good enough for most of the time and

exceptional just occasionally." - Antonio

"If you have a positive emotion you'll want more of that emotion." - Dominique

"Spend your money according to making the guest experience better. And not

necessarily what you think you would like." - Emanuele Pani

"Make sure that they should never have the doubt that you're a robot.

Make sure that they should have the feeling that they are dealing with

a human being." - Antonio

"Focusing more on how you make people feel not just the experience." - Michael Sjogren

CONNECTING WITH THE GUESTS

LinkedIn: https://www.linkedin.com/company/guestxinside/

Antonio’s LinkedIn: https://www.linkedin.com/in/antonio-pibia-05baa4172/

Dominique’s LinkedIn: https://www.linkedin.com/in/dominiquedegroot/

Website:  http://www.guestxinside.com/