Elevating Hospitality with Behavioral Science: Value-Aligned Teams and Lasting Guest Impressions

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Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with behavioral science expert and author of "Start at the End," Matt Wallert, to explore how the principles of behavioral science can transform guest experiences in the hospitality industry.

Together, they dive into key concepts like the peak-end rule—how guests remember the best and final moments of their stay—and share practical, low-cost strategies for creating memorable send-offs. Matt Wallert breaks down his SIDE process (Strategy, Insights, Design, Evaluation) for changing behavior and reveals actionable insights for hotel owners, restaurant managers, and bar operators looking to drive repeat business, boost staff retention, and build meaningful communities centered around shared values.

From the psychology of guest reviews to fostering personal growth among team members, this conversation covers everything you need to know to create habit-forming experiences and a thriving hospitality brand. Whether you want to improve guest satisfaction or build a loyal staff culture, you’ll come away with tactics you can implement right away.

Tune in for this engaging masterclass on the science of service!

00:00 Applied Behavioral Science Explained

04:18 Warm Farewell for Hotel Guests

08:56 Making Bars Memorable for Guests

10:58 Growth Drives Retention in Hospitality

14:40 Supporting Personal Growth Paths

16:33 Supporting Growth Beyond the Role

21:25 "Defining and Living Your Values"

24:53 Building Community Through Shared Values

27:27 Alcohol-Free Social Spaces

29:28 "Rethinking Hospitality Strategy"

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hospitality strategy, behavioral science, applied behavioral science, peak-end rule, hospitality industry, guest experience, hotel reviews, virtual checkout, positive impression, low-cost customer experience, promoting pressures, inhibiting pressures, staff retention, personal growth, staff motivation, employee engagement, values alignment, business strategy, community building, bar management, recruiting strategy, staff training, guest loyalty, customer feedback, hospitality marketing, staff development, meaning at work, employee pathways, brand differentiation, public gathering spaces, hospitality leadership