In this episode, Dr. Paul Zak, Founder of Immersion Neuroscience, shares how neuroscience is helping redefine the guest experience in luxury hospitality. His research uncovers the emotional signals behind memory, connection, and trust. These are core elements of a stay that stays with the guest long after they’ve left.
Susie Arnett, Transformational Concierge Editor and Director of Wellness Programming at Six Senses, and Sharon Hirschowitz, Head of Communications at the International Luxury Hotel Association, explore how these insights translate into hotel operations, team culture, and long-term guest relationships.
🎧 Highlights:
• Identifying peak moments and reinforcing them
• Understanding the emotional impact of staff engagement
• Applying technology to deepen guest connection
• Designing experiences that are remembered and shared
• Training teams to deliver with presence and purpose
Read the full Q&A on Substack: susiearnett.substack.com
Follow the podcast and explore more insights: ilha.org
