Defining Hospitality | Serving From the Heart: EQ Over IQ - Manish Puri - Defining Hospitality

Serving From the Heart: EQ Over IQ - Manish Puri - Defining Hospitality - Episode #218

September 24, 2025 / 54:32/E218

Is EQ more important than IQ when it comes to hospitality?

Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.

Takeaways:

Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.
Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.
Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.
Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.
Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.
Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.

Quote of the Show:

“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish Puri

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