Hideki Hayashi

5 POSTS
Hideki Hayashi is the founder of Pulse Hospitality Group and the creator of A Sense of Pulse®, a service-continuity framework for ultra-luxury and boutique independent properties. He writes about operational discontinuity, guest loyalty, and the structures that determine whether a guest feels understood or simply served.
https://www.pulsehospitalitygroup.com
Hotel Industry Trends

The Question Was Answered. The Guest Was Not.

Hideki Hayashi -
The call goes out from the desk to a suite: what time would the guest like housekeeping service. A routine call, made for the...
Hotel Industry Trends

The Loyalty Decision Happens in a Room the Property Cannot Enter

Hideki Hayashi -
A property can track when a guest returns, how often, what they spent, and what score they left. The decision behind those numbers crystallized...
Hotel Industry Trends

Training Produces Capability. Infrastructure Produces Continuity.

Hideki Hayashi -
The hospitality industry spends heavily on training. Service recovery workshops. Standards refreshers. Communication training. Certification programs. Role-play sessions that most staff forget within the...
Hotel Marketing

The Rate Premium Is Not Held by the Room. It Is Held by the Relationship

Hideki Hayashi -
Ultra-luxury properties have been charging more. Guests have been paying it. The rate has held — and for a period, climbed. What that number does...
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