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"This has both saved me time and Increased our guest retention by showing we care about guest experiences."
-Ben
"It opens a ton of doors for you without exhausting your own time and efforts. The support from the team and the automations have all been very helpful and fluid."
-Jen
"[Jason is] reliable, genius, integrous and open. Without a doubt, man of his word who is open to change, clear on objectives."
- Samantha
"Honestly, I’m not technical. But your team walked me through it all, and it just works."
-Cliff
"Without this system, we would’ve lost half our leads. This fixed the cracks we didn’t know we had."
-Samantha
I Saw a 5x Return -- That's Real
- Ezra
Elevating Hospitality with Behavioral Science: Value-Aligned Teams and Lasting Guest Impressions
Ready to grow your bar or restaurant? Head to https://jlittrell.com to start a free trial!
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Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with behavioral science expert and author of "Start at the End," Matt Wallert, to explore how the principles of behavioral science can transform guest experiences in the hospitality industry.
Together, they dive into key concepts like the peak-end rule—how guests remember the best and final moments of their stay—and share practical, low-cost strategies for creating memorable send-offs. Matt Wallert breaks down his SIDE process (Strategy, Insights, Design, Evaluation) for changing behavior and reveals actionable insights for hotel owners, restaurant managers, and bar operators looking to drive repeat business, boost staff retention, and build meaningful communities centered around shared values.
From the psychology of guest reviews to fostering personal growth among team members, this conversation covers everything you need to know to create habit-forming experiences and a thriving hospitality brand. Whether you want to improve guest satisfaction or build a loyal staff culture, you’ll come away with tactics you can implement right away.
Tune in for this engaging masterclass on the science of service!
00:00 Applied Behavioral Science Explained
04:18 Warm Farewell for Hotel Guests
08:56 Making Bars Memorable for Guests
10:58 Growth Drives Retention in Hospitality
14:40 Supporting Personal Growth Paths
16:33 Supporting Growth Beyond the Role
21:25 "Defining and Living Your Values"
24:53 Building Community Through Shared Values
27:27 Alcohol-Free Social Spaces
29:28 "Rethinking Hospitality Strategy"
***
hospitality strategy, behavioral science, applied behavioral science, peak-end rule, hospitality industry, guest experience, hotel reviews, virtual checkout, positive impression, low-cost customer experience, promoting pressures, inhibiting pressures, staff retention, personal growth, staff motivation, employee engagement, values alignment, business strategy, community building, bar management, recruiting strategy, staff training, guest loyalty, customer feedback, hospitality marketing, staff development, meaning at work, employee pathways, brand differentiation, public gathering spaces, hospitality leadership
Who is Jason Littrell?
Jason Littrell is a seasoned cocktail maker, bar consultant, event producer, speaker, author, and brand marketing expert with over a decade of experience in the hospitality industry.
What services does Jason Littrell offer?
Jason offers a range of services including bar consultancy, cocktail menu development, staff training, event production and management, keynote speaking, educational workshops, and brand marketing strategies in NYC, 100% free of charge. For more details, please use the chat widget or contact form.
Can Jason Littrell help in designing and setting up a new bar?
Absolutely. Jason specializes in bar consultancy, including design, menu creation, staff training, and operational efficiency, tailored to the unique needs of each client.
As a speaker, what topics does Jason typically cover?
Jason speaks on a range of topics including cocktail culture and history, bar and hospitality industry trends, brand building, and customer engagement strategies.
Has Jason Littrell authored any books or articles?
Yes, Jason is the author of Bartender as a Business, and contributed to several publications in the field of cocktails and hospitality.
How does Jason approach brand marketing in the hospitality sector?
Jason combines his deep industry knowledge with innovative marketing techniques to create compelling brand narratives and engagement strategies that resonate with target audiences.
What is Kinetic Management Systems?
KMS is the business Jason owns that implements hospitality management systems for sales, marketing HR, and operations. This site is built with KMS, and if you call any of the phone numbers, fill out any of the forms, engage with the chat, you're engaging with KMS systems. For more info, check out kmsops.com
What makes Jason’s approach to cocktail making and bar consultancy unique?
Jason's approach is rooted in a deep understanding of both the art and science of cocktail making, combined with a keen insight into current trends and customer preferences, making his consultancy highly effective and personalized.
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