Hospitality as Leadership: How Great Leaders Create Unforgettable Experiences
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Hospitality as Leadership: How Great Leaders Create Unforgettable Experiences
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Hospitality isn’t customer service, it’s a leadership strategy that shapes culture, trust, and loyalty.
In this episode, Michelle O’Neil continues her book brief on Unreasonable Hospitality by exploring how hospitality functions as a core leadership discipline.
She breaks down why making people feel seen, valued, and understood is not a soft skill, but a scalable strategic advantage that transforms businesses, teams, and customer relationships from competent to unforgettable.
In this episode:
-Why hospitality is a leadership mindset, not just customer service
-How emotional experience becomes a strategic advantage
-The famous “hot dog moment” and what it teaches about presence and care
-Using hospitality to shape culture, trust, and decision-making
-How to systemize and scale hospitality across your organization
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Michelle May O'Neil
https://www.instagram.com/themichellemayoneil/
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