Hospitality & Guest Experience Psychology Shorts: 16 - 20

As a support for my Pavement to Profit podcast, I created 25 Hospitality & Guest Experience Psychology Shorts, helping to explain why I am so passionate about our Guests and what we need to change to build strong Guest Experiences. Here is the fourth set of 5 of those Psychology Shorts; Shorts 16 - 20. Within Hospitality & Guest Experience we often talk about the "devil being in the detail" - furnishings, cleanliness, process and procedure, Health & Safety. However we rarely talk about the devil in the detail of what our Guests are thinking, why they feel the way they do, why they one minute are praising us and the next damning us. My series of 25 Hospitality & Guest Experience Psychology Shorts explore a variety of key theories, practices and beliefs within Human Behavioural Psychology and how they apply to our industry, how we can apply that thinking and why it matters. The Psychology Shorts name the authors of the thinking, and their original concepts, and goes further helping you understand how the thinking fits, why and how we can improve the way we are with our Guests.