Happy Valentine's Day from your favorite FIU Chaplin Hospitality podcast crew! Professor Nathan Dodge, Dr. Oren Hertz (sitting in for Professor Connors), and Chef John Noble Masi were joined by guest service expert and all-around hospitality heavy hitter, Michael Fiato. As the Senior VP of Customer Experience with Compass Group, Mike has "literally" written the book on keys to a GREAT guest experience. Mike discusses his restaurant days and his transition into the corporate foodservice world that began while on a vacation to Disney World. Mike shares an amazing story about how his Disney experience changed his view on the delivery of hospitality moving forward. We all talk about what is most important in delivering an exceptional experience, and Mike reminds us that it starts with a smile - which people can be seen even through your mask! Mike also reveals how Covid allowed him the opportunity to write his new book "Hospitality Edge." Finally, he imparts how his visits to various customer service-focused companies like Southwest, Disney, Pike's Place Fish Market, and others have shaped his view that the hospitality experience is just as much "emotional" as it is "technical." We could not agree more! Cheers to a great weekend! New episodes every Friday!