In this episode of the Hospitality Breakroom, Chris Beckett joins the Rachel to discuss his journey in the hospitality industry, starting from his time at Ski Butlers to his current role at Abode. Crispy, as he's affectionately known in the office, shares interesting anecdotes about the company's culture and his experiences dealing with high-net-worth clients. He emphasizes the importance of managing guest expectations, particularly in ski-in/ski-out properties. Chris explains how expressing empathy and understanding the pressures faced by guests can transform difficult conversations into positive experiences. The duo also dives into the significance of company culture in hospitality, discussing how Abode focuses on providing flexibility to employees to enjoy the perks of living in resort towns. They introduce a conceptual framework dividing service into three tiers: service, hospitality, and connection. Through various examples, Chris illustrates how the right balance of these elements creates exceptional guest experiences. The episode wraps up by hinting at future podcast seasons aimed at homeowners and guests, fostering a deeper connection with Abode's community.