Why I Gave A Billionaire a Fridge Full of Coke: What I’ve Learned About High-Touch Service in a High-Tech World – Nikheel Advani, Grace Bay Resorts

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In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on excellence in hospitality and how to scale it across multiple properties.

Guest Experience and Personalization (01:00) – Hear a story about a guest’s feedback on the price of Diet Coke and how the team responded to enhance the guest experience.
Scaling Operations (02:59) – Discover the operational challenges and strategies involved in scaling from a single property to multiple resorts.
Building a Strong Team (03:23) – Understand the importance of having a great business partner and team members, and how they contribute to the company’s success.
Creating a Unique DNA (05:29) – Learn how Grace Bay Resorts developed its unique DNA by integrating systems and processes from various luxury brands.
Importance of Culture and People (05:40) – Explore the role of leadership, culture, and team dynamics in creating a successful hospitality business.
Effective Communication (06:15) – Find out how the company communicates its DNA and values to new team members and ensures alignment across all levels.
Technology in Hospitality (08:05) – Gain insights into how technology is used to improve processes and service delivery in luxury hospitality, while maintaining a high-touch experience.