Today, I’d like to inspire both seasoned professionals and those just beginning their journey in hospitality — and of course, everyone who feels drawn by that wave of CHANGE currently sweeping through our industry — with a fascinating topic: C for Conversation & Psychology, the quiet forces behind every genuine guest experience.

From first impressions to complaint management, from guest relations to team spirit — every interaction is psychology in action. Hospitality, at its best, is not about perfection, but perception: how we make others feel seen, respected, and valued.

This time, I’m looking at it from the team’s perspective — because sometimes, we find ourselves serving guests we might never even greet in our “normal” lives.

And yet, that’s part of the magic. Hospitality challenges us to move beyond personal preference and to meet people where they are — with empathy, curiosity, and grace.