In this special live panel from our Service event at BrewDog Waterloo, three leading hospitality operators share honest insights about creating memorable guest experiences in modern hotels. From sensory design to technological innovation, discover what really makes guests come back.
🏨 What Guests Really RememberThe panel opens with a fundamental question: "When you think about your own hotels, what do guests remember most—the flawless execution or how the experience made them feel?"
Eljesa kicks off the discussion by explaining how The Mandrake is specifically built for the senses, with their "stay beyond yourself" ethos creating feelings at the forefront of every guest's experience.
- Why people remember care over service perfection
- The importance of human connection versus flawless execution
- How elevated service can create bigger problems when mistakes happen
- The debate: do you need operational excellence before emotional connection?
✨ Creating Memorable Moments
- The critical importance of first impressions and initial interactions
- Moving beyond scripted service to authentic human connections
- The Mandrake's unique character-finding check-in process using shapes
- Why the beginning of any relationship matters most
🎯 Personalisation at Scale
- Balancing boutique experiences with operational growth
- Empowering teams to create personalized interactions
- "Freedom within a framework" - giving teams autonomy within clear boundaries
- How 77% of guests now expect personalized experiences
💻 Technology's Role in Hospitality
- Using tech as an enabler, not a replacement for human interaction
- The importance of getting your tech stack right from the start
- Why contactless payments represent the gold standard of hospitality tech
- WhatsApp vs. email for building genuine guest relationships
- The danger of COVID-era efficiency replacing experience
🎭 Design vs. Experience
- The balance between architectural design and service design
- Why we spend millions on buildings but underinvest in experience design
- Creating experiences that work in any physical space
- The Mandrake's "portal" - a black space designed to separate guests from the outside world
💡 Key Takeaways
- Operational excellence provides the foundation, but emotional connection drives loyalty
- Know your brand identity and who you're NOT for
- Aim for perfection, even if you don't achieve it every time
- Hospitality's core purpose: changing someone's day for the better through care
- The emotional connection starts within your team, then flows to guests
"No one ever fell in love with a QR code." - Paul Spencer
"Service is about trying to find a way of delivering something that feels special, but also doing it in a way that feels human." - Paul Spencer
"Once you figure out who you do not want to be and who you are not, you can then pinpoint exactly who you are." - Eljesa Saciri
"If you have the chance to make someone's day, take it." - Host
"Forget how perfect your drink is, but remember the person that brought it to you." - Paul Spencer
- Eljesa Saciri
- Stephen Nash
- Paul Spencer
Listen now to discover how these hospitality leaders are redefining guest experiences in 2026 and beyond.
Part of the Tech Podcast four-part Service event series featuring operators from Fulham Shore Group, Wahaca, Bill's, Cote, Kerb, and more.
