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  • "Anyone even remotely connected with hospitality (and this means anyone in the experience business!) should read this entertaining and enlightening book by Josh Liebman. Unlike so many others, Josh makes clear the distinction between what's a service and what's an experience, showing you how to be both efficient and engaging, have high productivity and offer a great performance, and meet guest expectations while staging a wow experience. Analyze your business through the lens of The Hospitality Mentality and it will never be the same again."

    B. Joseph Pine II
    Coauthor, The Experience Economy: Competing for Customer Time, Attention, and Money

  • “As a Disney veteran, I can attest that the lifeblood of any company is customers coming back and recommending you. In this book, Josh lays out a framework that is intuitive and actionable, and gives the reader the tools needed for every member of your team to "wow" every guest, every time, and create loyalty through the emotional impact of the experience.”

    Dan Cockerell
    Disney Keynote Speaker, Former Vice President of Magic Kingdom

  • “This book covers all aspects of the right mindset to make your guests feel appreciated in a way, that it will drive your business. Mixed with many real-life examples, Josh summarizes the basic understanding of what it takes to get to the new level in terms of guest satisfaction. This should be read by every hospitality employee and leader, who wants to improve guest satisfaction and be more successful by exceeding the expectations of each one of their visitors.”

    Jakob Wahl
    President and CEO, International Association of Amusement Parks and Attractions (IAAPA)

  • "The Hospitality Mentality moves beyond basic service principles; it develops a progressive sequence of attitudes and actions for moving your visitors from simply being 'guests' to becoming loyal advocates. Attraction industry leaders and staff must consistently endeavor to exceed their guests' expectations. It’s a never-ending process, and Josh Liebman delivers the roadmap to achieve success."

    Bill Lupfer
    President, Florida Attractions Association

  • “The Hospitality Mentality isn’t just a book. It’s a way to think about how you treat your ‘customers.’ It is appropriate for any organization in any industry. Josh Liebman has done us all a favor by perfectly articulating the meaning of the hospitality mentality and how to implement it in your business.”

    Shep Hyken
    Customer Service/Experience Expert and New York Times Bestselling Author

  • "Our industry is not about customers; it’s all about guests. The Hospitality Mentality is a hands-on reading that will raise the bar for every team member joining attractions for the first time… or whenever we need a gentle nudge to remember what we stand for!”

    Massimiliano Freddi
    Founder and CEO, Wonderwood

  • “Just finished reading The Hospitality Mentality by Josh Liebman. I felt myself IN the book throughout... his commitment to making honest, genuine hospitality come through via our associates is clear and present. My goal is to now get it into a style we can use in higher education. Go Josh!”

    Dr. Peter Ricci
    Clinical Associate Professor and Director, Hospitality & Tourism Management Program, Florida Atlantic University

  • “After sharing Josh Liebman's book, 'The Hospitality Mentality' with my team of over 200 employees, I witnessed a remarkable shift in their approach to hospitality. Inviting him to speak was the icing on the cake, leading to an even deeper understanding and implementation of his principles, ultimately enhancing our guest interactions, and solidifying our reputation for exceptional service.”

    Ryan Stana
    Chief Executive Officer, RWS Global

  • "I highly recommend Josh and his book The Hospitality Mentality for any role that requires a combination of hospitality expertise, innovation, and exceptional guest focus. He is a true asset to any team or organization he is a part of or supports through his efforts."

    Tim Murphy
    Chief Executive Officer, Boomers Parks

Exceed expectations through personalization, enthusiasm, and anticipating guests’ needs!

Your greatest competitive advantage is the experience you deliver. Understanding why your guests visit over their alternative options allows you to unlock a powerful mindset: The Hospitality Mentality.

Guest experience expert Josh Liebman offers a framework that leverages a company’s greatest asset- its people. The Hospitality Mentality equips all employees, especially those on the front line, with tools to enhance the guest experience in powerful ways, creating a strong desire to return and share their experience with others.

The Hospitality Mentality will help you discover ways to improve satisfaction by creating personalized experiences, anticipating guests’ needs, and crafting “wow” moments that solidify lasting memories. Then, through managing guest feedback and embracing complaints, you will amplify guest loyalty. Because a plateau in guest service is the beginning of the end, as a business leader, take your service standard to the next level with The Hospitality Mentality, and, through action, strengthen your relationship with your guests to develop business/brand loyalty- not from loyalty programs, but from your guest experience.

The Hospitality Mentality will change the way you think about customer service!