Defining Hospitality | Beyond the Bell Curve: Luxury and Hospitality - Eric Brey - Defining Hospitality

Beyond the Bell Curve: Luxury and Hospitality - Eric Brey - Defining Hospitality - Episode #204

June 11, 2025 / 56:26/E204

How can embracing the Japanese concept of omotenashi create better connections? Dr. Eric Brey, a Professor of Hospitality in the School of Management at the University of Wisconsin-Stout, joins Dan on the show today. Eric brings a wealth of experience from his time in the US Army to earning a PhD in hospitality administration and management. They discuss the significance of hospitality in various contexts, the launch of the nation's first Luxury Management Program at UW Stout, and how luxury isn't limited to opulence but extends to heartfelt interactions and detailed customer service. From the importance of thoughtful gift giving to cultural insights about hospitality, Eric shares the essence of genuine, anticipatory hospitality that enhances guest experiences across the spectrum, whether at a local tavern or a five-star property.

Takeaways:

Strive to deliver genuine hospitality, which involves anticipating guests' needs and providing meticulous attention to detail.
Understand the varying expectations in different hospitality settings, from budget accommodations to luxury establishments.
Recognize the value of understanding and integrating cultural nuances in hospitality. Consider participating in study-abroad programs or international internships to broaden your perspective.
Engage with industry professionals and participate in hospitality summits and conferences. Extend your network by connecting with professors, industry leaders, and peers on platforms like LinkedIn.
Always seek to learn from various sources, including other industries and educational programs, to continuously improve your hospitality skills.
Cultivate meaningful relationships with guests, colleagues, and mentors. Emphasize the importance of personal interactions in an increasingly digital world.

Quote of the Show:

“ Omotenashi is at the heart of every interaction.” - Eric Brey

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