The core guest expectations and what this means for you

Your guests are seeking transformational experiences. As a tourism or event operator, your role is to take them on a journey that helps them make that transformational connection, with themselves and the world.

The following core guest expectations represent a synthesis of Queensland’s travel for good brand principles and contemporary consumer experience needs. They provide you with a checklist for meeting the needs of your guests, starting with getting the basics right for a really good experience and then moving on to the next level focussing on what you need to do to deliver truly transformational experiences.

Guest Expectations

Everything

Operator Actions

Firstly, get the basics right

“Everything was easy” and “I felt comfortable” are basic must-haves and need to be done well.

Then, appeal to your guests emotions

“I feel more connected”, “I feel inspired”, and “I feel empowered!” are about transformation. The goal is for operators to move beyond delivering good experiences to bringing about transformational experiences. To do that, they’ll need to deliver on these three actions that move a guest to transformation.