Michael Fiato is SVP of Guest Experience at Eurest and author of “The Hospitality Edge”.  He is an engaging storyteller and shares an incredible story about a hotel housekeeper that inspired and affected him and his professional journey profoundly.  Michael discusses the differences between task vs. purpose and how to encourage your employees to understand what their possibilities are.  He shares interview techniques to find the intangibles in successful employees.  He examines ideas to build a culture that makes emotional connections with customers by motivating them to be part of the customers’ experiences.  “It’s the small stuff that matters.”