Why We Break the Rules to Deliver a Feeling - Lily Wecker, Aethos
About this episode
Lily Wecker discusses how breaking hotel brand standards can enhance guest experiences.
In this episode, Lily Wecker, CEO of Aethos, shares how her teams break hotel brand standards to deliver a feeling rather than a checklist. You'll hear why one property has no TVs in the rooms, why she tells front desk teams to observe guests instead of predicting what they want, and how a GM in Sardinia turned beach rocks into welcome-card holders. This conversation is hosted by our innovation correspondent Matthias Huettebraeuker. Also see: Human-to-Human: Rethinking Luxury Hospitalit...
People in this episode
Host: Matthias Huettebraeuker
Guest: Lily Wecker
Topics covered
- hotel brand standards
- guest experience
- innovation in hospitality
- luxury hospitality
- customer service
Mentioned in this episode
Organizations: Aethos
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- Scaling Hospitality Without Losing What Makes You Special - Lily Wecker, Aethos
- Hospitality Marketing Should Feel Human - Lily Wecker, Aethos
- The Dinner Game Aethos Uses to Build Connection - Lily Wecker, Aethos
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