Hospitality & Guest Experience Podcast - Pavement to Profit

Hospitality & Guest Experience Psychology Shorts Introduction Episode Description Welcome to Hospitality & Guest Experience Psychology Shorts, the short-form companion series to Pavement to Profit: The Hospitality Podcast. In these short hospitality thinking episodes, Ben explores the psychology behind guest experience in hotels, restaurants, bars and hospitality environments. Why do Guest...

Explore the chaotic world of bars, from the journey to the bar, to etiquette and how to improve the guest experience. Insights include the importance of system, staff training, and environment in creating memorable hospitality experiences. Key topics Bar environment and cleanliness Staff training and emotional intelligence Guest journey and bar etiquette Titles The Secrets Behind a Perfect Bar Exp...

Pavement to Plate investigates what's going on along the journey from the entrance to the table. Much is going on inside the Guest's mind: consciously or unconsciously. This journey to the table exposes the Guest to everyone already seated. They see, hear, smell, feel a pot pourri of factors that will affect their comfort, their experience, their understanding of you and your restaurant. Time we u...

Welcome back to Pavement to Profit , where we dive deep into the guest experience. Today, I’m tackling a topic that often goes unnoticed but speaks volumes about your establishment: the bathroom. Have you ever wondered why this seemingly mundane space could be the loudest room in your venue? In this post, I explore how the state of your bathroom reflects your brand and affects your bottom line, in...

I hate starting with an apology, however.... this additional material I cobbled together as a result of a question sent to me via info@buaidh.org "What do I look for when recruiting staff in Hospitality, what do you believe is the most necessary skill." A great question and my response was "Emotional Intelligence". I posted some of this recording on my website - link in this stream. The video I re...

In this episode, Pavement to Particles I'm talking dirty..... about those details we miss; dirt, dust, crumbs, spider webs, single spider strands, 'bits'.................... and how the guest responds mentally. The disgust response, the protective mechanism which makes us stop dead in our tracks, and think twice about where we are and what we are experiencing. Check out my website https://www.buai...

Simply a wee update about where I am and what I'm up to before Episode 4. Episode 4 out on Wednesday 25th February. Check out my website https://www.buaidh.org/ You'll find channel links, blogs, articles, thought that supports and develops Pavement to Profit

Atmosphere is Your Venue Personality: The Invisible Hand Shaping Behaviour Hospitality talks about atmosphere constantly. It uses the word casually, as if it were decorative. A vibe. A mood. Something subjective. Something hard to define. Atmosphere is none of those things. Atmosphere is one of the most powerful behavioural forces in hospitality — and one of the least understood. Guests do not mer...

The Power of a Perfect Greeting: Transforming Guest Experiences in Hospitality   Introduction: In the fast-paced world of hospitality, first impressions are everything. Guests often make split-second decisions about their comfort and trust the moment they step into a hotel or restaurant. Understanding how to master the art of greeting can lead to unforgettable guest experiences and positive outcom...

In this episode of Pavement To Porch, Ben discusses the critical role of a venue's exterior in shaping customer expectations and experiences. The conversation emphasises that first impressions are formed before guests even enter the venue, highlighting the importance of cleanliness, sensory perceptions, and emotional communication. Ben provides actionable strategies for improving the exterior appe...

The Core Philosophy Behind Pavement to Profit ​ In hospitality, many people still believe the Guest Journey starts when the customer walks through the door. Many people are wrong. The Guest Journey starts the second the guest becomes aware you exist. ​ THE PAVEMENT TO PROFIT FOUR–STAGE FRAMEWORK ​ The entire Guest Journey can be understood in four psychological and behavioural stages:​ 1️⃣ The Exp...

"Pavement to Profit" is a hospitality wake up call, focused upon the Guest Experience, digging deep into what matters, what makes guests the way they are, what psychology, emotion, behaviour, goes on when a Guest experiences our venues; hotels, restaurants, cafes, bars. And it "Pavement to Profit" questions what we do within hospitality to really recognise the Guest Experience and to improve it. T...