Every guest interaction in hospitality leaves an impression that can define a brand, build loyalty, or inspire a lasting memory. From creating seamless stays to delivering exceptional service, hospitality professionals carry the responsibility of meeting diverse expectations while navigating competitive markets and balancing the needs of travelers, clients, and stakeholders.
But who equips hospitality professionals to handle these pressures with clarity, confidence, and purpose? Sylvie di Giusto, a renowned keynote speaker for hospitality and tourism, empowers professionals with The Power of Choice, her signature decision-making framework.
Whether hoteliers, restaurateurs, destination managers, airline representatives, travel agency professionals, or others in the industry, they learn to manage perceptions, make intentional choices, and achieve the best outcomes for their guests, staff, and organizations.
In hospitality, the constant demands of serving guests, managing staff, and navigating market competition can leave professionals operating on autopilot, with little time for intentional decision-making. Yet, in these everyday interactions, small choices can profoundly shape how guests, colleagues, and stakeholders respond and engage. When hospitality professionals act with intentionality, they unlock the full potential of their relationships and services. Guests feel valued and supported, staff collaborate effectively, and operations are managed with precision and trust. The entire guest experience becomes seamless and memorable.
With Sylvie di Giusto’s Power of Choice framework, hospitality professionals learn to navigate challenges thoughtfully, embrace intentional decisions, and transform their guest interactions into thriving partnerships that drive success and build lasting reputations.
As a professional speaker who spends much of her life traveling, staying in hotels, dining out, and navigating the world of hospitality, Sylvie di Giusto has a unique, firsthand connection to this industry. Through her work with top hospitality brands and professionals, she has gained key insights into the challenges and opportunities that define this dynamic field.
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Hospitality professionals operate in an industry where perceptions matter, competition is intense, and every interaction has the potential to shape guest experiences and build loyalty. Sylvie di Giusto’s Power of Choice Framework™, rooted in her bestselling book, now reimagined as The Image of Leadership in Hospitality, provides the foundation for navigating these challenges with confidence and purpose.
Drawing from her cutting-edge research and actionable insights, Sylvie’s keynotes empower hospitality professionals across all sectors, whether creating memorable stays in hotels, delivering exceptional dining experiences, managing travel operations, organizing events, or leading destination management initiatives. Tailored for audiences at any stage of their career—from emerging leaders to seasoned professionals—her engaging presentations guide participants to refine their professional identity and transform guest interactions into meaningful outcomes through five critical cornerstones.
Sylvie did an amazing job learning about our company, then she took that knowledge and created an excellent and interactive presentation that resonated with our people. The team is still talking about what Sylvie taught us.
Having selected speakers for over 30 years, the challenge is to be relevant to your audience, be personable, easy to work with, flexible and genuine! Sylvie di Giusto is all of those! She’s among my top picks.
In 27 years of planning conferences and hearing thousands of speakers, it’s truly rare to be enlightened and moved by one. I heard Sylvie di Giusto speak recently and she blew me away.
We all know the saying, “Don’t judge a book by its cover,” yet in hospitality, first impressions are often the foundation of memorable guest experiences. Guests quickly form opinions based on visual cues like uniforms, grooming, or level of attentiveness—judgments that can significantly influence trust and satisfaction. These unconscious assessments shape how guests perceive and engage with your staff and brand.
For hospitality professionals, recognizing and addressing these biases is transformative. By refining their visual presentation and understanding how appearances impact perceptions, they build trust, project professionalism, and create an inviting atmosphere. This awareness empowers hoteliers, restaurateurs, and service providers to establish authentic connections that elevate guest experiences and foster loyalty.
Hospitality professionals discover the unconscious influence of their appearances. By presenting themselves with purpose and confidence, they inspire trust and professionalism, cultivating guest relationships that go beyond first impressions and lead to lasting loyalty.
We often don’t know what drives someone’s behavior—stress, travel fatigue, or even minor factors like a disappointing meal. Behavioral intelligence helps hospitality professionals look beyond surface actions, remain composed, address root causes, and adapt their responses for more positive outcomes.
For hospitality professionals, mastering behavioral intelligence means understanding not only their guests’ needs and reactions but also their own attitudes, habits, and triggers. By fostering self-awareness and addressing unconscious drivers, they can respond thoughtfully to challenges, build stronger guest relationships, and create lasting positive impressions in every interaction.
Hospitality professionals develop a deeper understanding of the influence of behavioral cues, freeing themselves from impulsive reactions. By embracing a purposeful approach, they foster trust and professionalism, creating guest interactions that are meaningful and memorable.
Communication isn’t just a two-way street—it’s a 10-lane superhighway where words are only one lane. Active listening, facial expressions, gestures, tone, and volume fill the others. For hospitality professionals, who interact with guests constantly, it’s essential to ensure that verbal and nonverbal communication aligns with their intentions.
Communicational intelligence enables hospitality professionals to synchronize internal emotions with external expressions, projecting warmth, confidence, and attentiveness. This clarity helps guests focus on the message without distraction. By regulating emotions, hospitality staff can communicate effectively, build rapport, and foster stronger guest relationships that enhance satisfaction and loyalty.
Hospitality professionals harness the power of communication intelligence, mastering the art of impactful expression. With skill in verbal and nonverbal cues, they create an atmosphere of trust and empathy, building meaningful connections that elevate every guest interaction.
In hospitality, where first impressions often begin online, a single careless review response, unfiltered post, or unprofessional email can cause lasting damage to reputations, guest relationships, and brand loyalty. From accuracy and tone to responsiveness and online behavior, every digital interaction leaves an enduring impression—one that’s nearly impossible to undo.
Digital intelligence equips hospitality professionals to make intentional choices in their digital communication, ensuring that emotions and impulsivity don’t dictate their online presence. By adopting a thoughtful approach before posting, replying to reviews, or engaging on social media, they protect their reputations, build guest trust, and create a polished digital presence that fosters loyalty and drives future opportunities.
Hospitality professionals cultivate the expertise to navigate the digital landscape with care and precision. By making intentional online choices, they safeguard their reputations, create a digital presence that reflects professionalism and trust, and leave a lasting positive impression on guests and the industry.
Our social life reflects our inner life—they shape and influence one another. For hospitality professionals, this connection impacts behavior, decision-making, and the ability to deliver exceptional guest experiences. Surrounding themselves with individuals who uplift, inspire, and align with their goals fosters confidence, resilience, and stronger collaboration with staff, guests, and industry partners.
Family, friends, and professional networks not only shape perceptions but also influence how others view us. Social intelligence helps hospitality professionals evaluate their social circles, ensuring they align with their values and commitment to service. By harmonizing their inner and social lives, they create stronger personal and professional relationships that enhance their reputation and elevate guest satisfaction in the highly competitive hospitality industry.
Hospitality professionals come to recognize the connection between their inner and outer lives. By surrounding themselves with supportive, inspiring, and aligned individuals, they strengthen their confidence, enhance resilience, and foster effective collaborations that elevate guest experiences.
Rebecca Clark
For SPEAKING INQUIRIES
“While Sylvie is jetting to the next city, inspiring audiences on stage, or brainstorming her next big idea, I’m the glue holding it all together. Got questions? Reach out—I’ve got you covered!”
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