Hospitality Advantage Embracing the Competitive Power of Exceptional Hospitality in Every Industry
Produktdetaljer
Biografisk notat
BRUCE CRAUL retired as chief operating officer of HarborWalk Hospitality after fifty years in the hospitality industry. His experience spans both entrepreneurial and corporate roles across hotels, resorts, restaurants, bars, spas, and property management. Bruce served as the 2012 chairman of the Florida Restaurant and Lodging Association, representing more than 10,000 members and 1.2 million employees. He’s also been president of the Destin Rotary Club and chief volunteer officer of the Emerald Coast Boys and Girls Club. Bruce is a partner at Predictive Index, a tool for talent optimization, and a certified speaker, coach, and trainer for the John Maxwell Team. He and his wife have four children and six grandchildren.Hospitality Advantage Embracing the Competitive Power of Exceptional Hospitality in Every Industry
Turn Hospitality Into Your Business’s Superpower
In The Hospitality Advantage, Bruce Craul shows you how genuine hospitality is more than just a “nice to have”—it’s a game-changing business strategy. Drawing on over four decades of experience in the hospitality industry, Craul reveals how treating customers and employees like guests can skyrocket loyalty, improve employee satisfaction, and ultimately drive business growth.
This isn’t about customer service—it’s about creating a culture where people feel truly valued. Whether you lead a small startup or a multi-national brand, you’ll learn how to make every interaction count, from first impressions to long-term relationships. Craul provides real-world examples and proven strategies that anyone can implement, regardless of industry, to build a business that stands out.
You’ll discover how to:
- Build a culture of hospitality that drives customer retention
- Turn your team into passionate brand ambassadors
- Create unforgettable experiences that keep customers coming back
- Measure the ROI of hospitality to prove its impact on your bottom line
If you’re tired of blending in with the competition and ready to make a lasting impression, The Hospitality Advantage shows you exactly how to create a welcoming environment that delivers real results.
In The Hospitality Advantage, Bruce Craul shows you how genuine hospitality is more than just a “nice to have”—it’s a game-changing business strategy.
"In this special book, Bruce Craul masterfully captures what our industry has long known to be true: hospitality is not just a service—it's a powerful business strategy. With decades of insight and success in Florida’s hospitality industry, Bruce provides a roadmap for any leader who wants to create lasting impact through genuine connection. This book is a must read not only for hospitality professionals, but for anyone looking to elevate their organization through the human touch."
— Carol Dover
President and CEO, Florida Restaurant & Lodging Association
“Today, good customer service is only permission to play. Bruce Craul’s intentional focus on individualized customer fulfillment strategies have the capacity to provide your organization with a unique competitive advantage. Bruce has been a trusted mentor to me over two decades, and his insights helped me transform the public sector agencies I served, from the DMV to jails, to elevate the customer experience and provide purpose and passion to the employees who deliver those services. His insights are not only for those in the hospitality space but for all organizational leaders (especially government) that want or urgently need to WOW their customers.”
— Corey A. Godwin
Jail Services Coordinator, Florida Sheriff's Association; Former Chief Deputy Tax Collector, Walton and Bay County, Florida
“For 20 years, Bruce Craul has been both a mentor and a trusted friend. His wisdom has shaped how I approach business and life, always reminding me that success begins and ends with people serving people.
At 3P (People, Process, and Platform), he has immensely influenced how we handle the people part within our company. He’s shown me that genuine hospitality isn’t just about making people feel good, it’s a powerful, measurable business strategy. When customers and employees feel understood and valued, retention rises, engagement strengthens, and profits grow. Bruce understands the foundation of company culture and how to improve it.
Bruce has an unmatched ability to turn kindness into a systematic approach that can transform an organization. In today’s world of automation and self-service, his commitment to human connection is a rare and vital advantage.
He doesn’t just speak about hospitality, he lives it, and inspires everyone around him to do the same. I’m grateful to have learned from him, and any business would benefit from his guidance.”
— John Hall
Founder and CEO, 3P
Turn Hospitality Into Your Business’s Superpower
In The Hospitality Advantage, Bruce Craul shows you how genuine hospitality is more than just a “nice to have”—it’s a game-changing business strategy. Drawing on over four decades of experience in the hospitality industry, Craul reveals how treating customers and employees like guests can skyrocket loyalty, improve employee satisfaction, and ultimately drive business growth.
This isn’t about customer service—it’s about creating a culture where people feel truly valued. Whether you lead a small startup or a multi-national brand, you’ll learn how to make every interaction count, from first impressions to long-term relationships. Craul provides real-world examples and proven strategies that anyone can implement, regardless of industry, to build a business that stands out.
You’ll discover how to:
- Build a culture of hospitality that drives customer retention
- Turn your team into passionate brand ambassadors
- Create unforgettable experiences that keep customers coming back
- Measure the ROI of hospitality to prove its impact on your bottom line
If you’re tired of blending in with the competition and ready to make a lasting impression, The Hospitality Advantage shows you exactly how to create a welcoming environment that delivers real results.
In The Hospitality Advantage, Bruce Craul shows you how genuine hospitality is more than just a “nice to have”—it’s a game-changing business strategy.
"In this special book, Bruce Craul masterfully captures what our industry has long known to be true: hospitality is not just a service—it's a powerful business strategy. With decades of insight and success in Florida’s hospitality industry, Bruce provides a roadmap for any leader who wants to create lasting impact through genuine connection. This book is a must read not only for hospitality professionals, but for anyone looking to elevate their organization through the human touch."
— Carol Dover
President and CEO, Florida Restaurant & Lodging Association
“Today, good customer service is only permission to play. Bruce Craul’s intentional focus on individualized customer fulfillment strategies have the capacity to provide your organization with a unique competitive advantage. Bruce has been a trusted mentor to me over two decades, and his insights helped me transform the public sector agencies I served, from the DMV to jails, to elevate the customer experience and provide purpose and passion to the employees who deliver those services. His insights are not only for those in the hospitality space but for all organizational leaders (especially government) that want or urgently need to WOW their customers.”
— Corey A. Godwin
Jail Services Coordinator, Florida Sheriff's Association; Former Chief Deputy Tax Collector, Walton and Bay County, Florida
“For 20 years, Bruce Craul has been both a mentor and a trusted friend. His wisdom has shaped how I approach business and life, always reminding me that success begins and ends with people serving people.
At 3P (People, Process, and Platform), he has immensely influenced how we handle the people part within our company. He’s shown me that genuine hospitality isn’t just about making people feel good, it’s a powerful, measurable business strategy. When customers and employees feel understood and valued, retention rises, engagement strengthens, and profits grow. Bruce understands the foundation of company culture and how to improve it.
Bruce has an unmatched ability to turn kindness into a systematic approach that can transform an organization. In today’s world of automation and self-service, his commitment to human connection is a rare and vital advantage.
He doesn’t just speak about hospitality, he lives it, and inspires everyone around him to do the same. I’m grateful to have learned from him, and any business would benefit from his guidance.”
— John Hall
Founder and CEO, 3P