In an era when guests are profiled, segmented, and served by algorithms, true differentiation returns to where it all began: human connection. But “being empathetic” isn’t enough as a slogan—we need a practical toolkit that can be replicated and passed on to staff.
This panel is designed as a hands-on workshop, not as a theoretical lecture.
A hotel manager and a front desk supervisor—the two people who accompany the guest from the first point of contact to the final farewell—share practical tools: welcome micro-rituals, active listening techniques at the front desk, empathetic complaint handling, pre-arrival personalization, and post-stay follow-ups that generate reviews and repeat business.
The offbeat approach is clear: while the industry races toward total automation, this group chooses to march to the beat of its own drum—to slow down when others speed up, to remember a name when others read a reservation code.
Empathy thus becomes not nostalgia, but a strategic positioning and a revenue driver.
Participants leave with a ready-to-use toolkit: scripts, checklists, key moments in the guest journey, and training templates they can immediately implement at their facility.
SPEAKERS
Francesco Bondielli
California Park Hotel Capo Ricevimento
Alessandro Augier
Gala Management Amministratore
Daiana Ferretti
Acapulco Hotel Direttrice
