BACKSTAGE PASS

The Science Behind Hospitality that Rocks​

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In a world flooded with options, hospitality has to do more than meet expectations—it has to rock. In this unforgettable keynote, Dr. Melissa Hughes gives audiences a backstage pass to the neuroscience behind guest perception, emotional connection, and team energy. From the split-second brain processes that shape first impressions to the psychology of peak moments and powerful endings, you'll discover how to design experiences that guests remember—and rave about.

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This high-octane session blends behavioral science with storytelling, real-world hospitality moments, and a backstage tour of the “guest brain.” You’ll walk away with brain-based tools to create stronger team culture, boost consistency without killing creativity, and turn ordinary shifts into sold-out shows.

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Whether you're a GM, trainer, or frontline pro, “Backstage Pass” delivers science-backed strategies to help your team serve smarter, lead louder, and deliver hospitality that truly rocks.