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PocketCasts Guest Experience as a Strategy with Mike Fiato of Eurest
In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Mike Fiato, Senior Vice President of Guest Experience at Eurest, a division of Compass Group.
In an industry built on human connection, Mike Fiato brings more than leadership. He brings a philosophy rooted in care, purpose, and emotional insight. His passion for hospitality lives not just in the roles he’s held or the book he’s written, but in the way he sees people. Hospitality, to Mike, isn’t a department. It’s a strategy. And he’s spent a lifetime showing what’s possible when you lead with heart.
Key Takeaways:
• A trip to Disney showed Mike how small, purposeful actions can deeply impact guest experience and loyalty, inspiring him to transition from restaurant ownership to a career focused on hospitality leadership.
• Mike advocates for empowering existing teams by adjusting training and culture to unlock potential. He reminds us that the storybook ending starts with support and clear expectations.
• Mike celebrates chefs as central cultural figures in hospitality. He encourages visibility, interaction, and recognition of kitchen staff and believes their presence and energy bring warmth and authenticity to every guest interaction.
• His book The Hospitality Edge captures decades of industry experience and uses stories to make abstract hospitality principles tangible. Think less glass slipper and more practical strategies that anyone in hospitality can use to elevate their team and service.
• Mike believes leadership should create purpose driven work environments. When employees feel purposeful and empowered, they bring the spirit of Be Our Guest to life, turning ordinary moments into meaningful guest experiences.
• Whether it is cafes, coffee shops, or airline lounges, Mike proves that hospitality principles work everywhere. A great guest experience does not require a castle, just people who care.
• Hot takes. Hot or Not sparked sharp opinions. Which Came First? settled hospitality history with confidence. Fast Money proved that chicken tenders and pizza still reign supreme. Quick hits, bold answers, and plenty of laughs made it all game time gold.
Thank you for tuning in to Hospitality Hangout, brought to you by Branded Hospitality Ventures. Stay connected for more inspiring stories, fresh perspectives, and the people like Mike Fiato who are bringing heart, purpose, and innovation to the world of hospitality.
Episode Credits:
- Produced by: Branded Hospitality Media
- Hosted by: Michael Schatzberg, JImmy Frischling
- Producer: Julie Zucker
- Creative Director: Adam Levine
- Show Runner: Drewe Raimi
- Post Production: Three Cheers Creative
www.thehospitalityhangout.com
