Keywords

hospitality, customer service, Bruce Craul, hospitality advantage, generational changes, technology in hospitality, personal connection, self-audit, business improvement, predictive index

Summary

In this engaging conversation, Bruce Craul shares his extensive journey in the hospitality industry, emphasizing the importance of genuine hospitality in all business sectors. He discusses the generational shifts in workforce behavior, the impact of technology on personal connections, and the necessity of self-auditing for businesses to improve their hospitality practices. Bruce also highlights the significance of interpersonal skills and the need for businesses to adapt to changing customer expectations while maintaining a personal touch.

Takeaways

• Bruce Craul has over 46 years of experience in the hospitality industry.

• The essence of hospitality is about creating genuine connections with customers.

• Generational changes are affecting interpersonal skills in the workforce.

• Technology can enhance but also hinder personal connections in hospitality.

• Self-auditing can help businesses identify areas for improvement in hospitality.

• The five senses play a crucial role in creating memorable customer experiences.

• Training for hospitality should focus on emotional connections, not just skills.

• Chick-fil-A exemplifies how personal connection can enhance customer loyalty.

• Businesses should look at their operations through the customer's eyes.

• The right personality traits are essential for effective hospitality training.

Sound bites

"You have to talk. You've got to talk. That's part of hospitality."

"It's a heart to heart connection, hospitality is."

"The connection thing is that important."

Chapters

00:00 Introduction to Bruce Craul

03:14 Bruce's Journey in Hospitality

08:49 The Essence of Hospitality

14:39 Generational Changes in Hospitality

19:51 The Impact of Technology on Hospitality

24:40 The Importance of Personal Connection

29:19 Self-Audit for Hospitality Improvement

36:18 Conclusion and Resources

Links:

Connect with Bruce Craul on LinkedIn

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