Create raving fans through your guest experience.

We need to redefine customer service. Too often we hear terms like “treat the customer with respect,” “smile at all times,” “put yourself in the guest’s shoes,” or “customer service is just about being nice.”

these are all pleasant and agreeable, they echo off the walls so much that they’ve lost a lot of their meaning.

It’s time for a new way of looking at service delivery, hospitality standards, and the overall guest experience.

Not your typical customer experience consulting firm

  • Connect the dots between what guests expect from their experience and what you expect from your team members.

    Upon completion of the audit, new team members joining your company will be immersed into the guest experience standard from day one, knowing that exceeding expectations is standard operations.

  • Through a series of training workshops, team members at every level of employment will be given the tools and motivation to take their guest experience to the next level… and there is always a next level.

    Course content includes the fundamentals of hospitality, complaint resolution strategies, managing guests’ expectations, crafting “wow” moments regularly, and effective guest feedback management.

  • Your guest experience has no plateau. It can always keep growing, and your momentum can build upon itself.

    Your continued growth leads to stronger loyalty, resulting in an increase in repeat visitation and referrals, along with growing your per capita spend.

  • "Learning new ways in which we can have a positive, memorable, and lasting guest experience has already started to show in our online guest reviews. Scores are already going up!”

    — Gustavo Baptista De Faria, 360 Chicago

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The Hospitality Mentality will help you discover ways to improve satisfaction by creating personalized experiences, anticipating guests’ needs, and crafting “wow” moments that solidify lasting memories. Then, through managing guest feedback and embracing complaints, you will amplify guest loyalty. Because a plateau in guest service is the beginning of the end, as a business leader, take your service standard to the next level with The Hospitality Mentality, and, through action, strengthen your relationship with your guests to develop business/brand loyalty- not from loyalty programs, but from your guest experience.

The Hospitality Mentality will change the way you think about customer service!

  • "For years I’ve said that any business, in any industry, can have a hospitality mentality. It’s not just for hotels, restaurants and tourism. This is Liebman’s first book, and it deserves your attention as he provides a simple-to-understand guide on how to treat your customers as if they are guests."

    — Shep Hyken, “A Customer Service Expert's Top Business Books Of 2023”

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About Josh Liebman

Josh Liebman specializes in guest experience within attractions, tourism, and hospitality, including service standards, complaint resolution, and driving guest loyalty. Josh is a serial entrepreneur, consultant, and speaker.

Josh’s educational background includes a Bachelor’s Degree in Theme Parks and Attractions Management, along with a Master’s Degree in Hospitality & Tourism, both from the University of Central Florida’s Rosen College of Hospitality Management.

Josh has worked for some of the top attraction operators in the world, including, but not limited to Walt Disney World, Universal Orlando, and Cedar Fair. Josh has been integral to the openings of multiple attractions in various leadership capacities. Additionally, Josh has consulted for many of the world's leading hospitality brands, including Ritz Carlton, Four Seasons, Waldorf Astoria, and many more.

Josh is Co-Host of the AttractionPros Podcast, which has been recognized as the leading resource for attractions industry professionals. AttractionPros has published hundreds of interviews with the most influential attractions industry leaders, offering a wide range of insights for those building their careers in the industry.

In December 2023, Josh published his first book, The Hospitality Mentality: Create Raving Fans through Your Guest Experience.

Get in touch.

josh@liebmanleisure.com

(305) 632-4443