Hideki Hayashi

6 POSTS
Hideki Hayashi is the founder of Pulse Hospitality Group, where he installs A Sense of Pulse®, a service-continuity framework built across 24 years in hospitality, including 19 years at Forbes-recognized ultra-luxury 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 Decision Hasn’t Been Made Yet

Hideki Hayashi -
Two trays leave the same kitchen on the same day, prepared by two different staff members, for two different guests. One glass is polished...
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...
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