Dialogue with Yega Thiyagarajan - Can You Recall a Hotel Stay where You Truly Felt Valued and Cared For?

"In hospitality, it’s not just about the luxury you offer but the warmth and connection you provide that creates memorable experiences." - Yega Thiyagarajan.

Think back to your last hotel stay: when did you genuinely feel cared for?

The hospitality industry is all about creating memorable experiences, but today, the approach is evolving. I recently spoke with industry expert Yega Thiyagarajan about how blending wellness with traditional hospitality practices can elevate guest experiences.

Here are the key insights from our conversation:

Conversation Highlights:

1. Rediscovering the Heart of Hospitality

The essence of hospitality is in creating meaningful guest connections, not just luxurious environments.

→ Luxury amenities are valuable, but they aren’t what makes guests feel truly special.

→ Genuine care and attention from staff turn a stay from ordinary to extraordinary.

→ The human element is irreplaceable; it’s what makes guests leave with lasting, positive memories.

2. Training Staff: The Heartbeat of Exceptional Service

Well-trained, passionate staff are key to delivering exceptional service that technology cannot replace.

→ Staff need more than just procedural knowledge—they need to feel passionate about guest satisfaction.

→ Empowered employees can make personalised decisions that significantly enhance guest experiences.

→ Investing in comprehensive training leads to higher guest satisfaction and reinforces the hotel's reputation for excellence.

3. The Pull Factor of Wellness: More Than Just Revenue

Wellness offerings may not always be the biggest revenue source, but they are vital for creating memorable experiences and fostering guest loyalty. When delivered with genuine care, wellness services can deepen emotional connections with guests.

Here’s how:

→ From simple treatments to comprehensive programmes, wellness experiences leave a lasting impression. When guests feel genuinely cared for, they are more likely to return for the holistic experience, not just the room.

→ Following up on wellness treatments and showing sincere interest in guests’ wellbeing builds trust and encourages repeat visits.

→ Offering exclusive wellness experiences, in-person and virtual, keeps guests engaged and connected, turning a one-time stay into a lasting relationship - a wellness community.

As the hospitality industry continues to evolve, the focus remains on creating memorable experiences through genuine care and connection.

While luxury amenities and services are important, they cannot replace the warmth and personal touch that define true hospitality.

By investing in staff training and focusing on wellness as a key part of the guest experience, hotels can ensure they stand out, build loyalty, and remain beloved by their guests.

The future of hospitality is not just about luxury; it's about blending luxury with warmth, ensuring every guest feels valued and cared for. And that’s where wellness comes in.

Are you ready to take wellness to the next level?

Here are 2 ways I can help:

1?? WHO: Wellness directors who want to join 1% of wellness leaders

?? WHAT: The Wellness Asset Academy

A 10-week online group programme where I guide you through my 7-step ESSENCE framework. Achieve higher pay and secure a genuine seat at the hotel’s big table—so wellness is no longer the most neglected area in the hotel.

→ Join the waitlist here .

2?? WHO: Owners of small, independent hotels with a strong wellbeing focus

?? WHAT: Asset Builder Mentorship

Exclusive 6-month 1:1 mentorship programme to master creating a wellness asset, build a proud team, and deliver transformative experiences for your guests.

→ Become a steward of true hospitality .

?? Why work with me?

I know what works with wellness and I also know what doesn’t. I’ve made the mistakes so you don’t need to – saving you thousands of dollars on bad decisions.

? #1 best-selling author, global wellness expert

? 40+ projects in 20+ countries across Europe, Middle East and Asia Pacific

? Top brands: Abadía Retuerta, Four Seasons Hotels & Resorts, Accor, Six Senses Resorts & Spas

? Interviewed over 150+ hoteliers worldwide