'Designing Emotional Experiences': The Loving and Strict Coach's Approach to Talent Development

Hospitality is about 'designing and providing emotional experiences.' This conviction is backed by over 20 years of overseas experience. Believing that employees' enjoyment is what truly resonates with customers, they nurture young talent with a sense of camaraderie akin to raising one's own child's friends. 'What was once disliked becomes an asset'—it is precisely because of the stumbles they've encountered that they can speak with such a calm perspective on work.