Deep dive: core guest expectations

These core guest expectations are what you would like your guests to feel and say about their experience with you – their expectations of the experience you deliver. As a tourism or event operator, you put in place the elements to bring about those transformational travel experiences that realise the Queensland brand purpose, travel for good, and deliver the very best guest experiences.

Everything was easy.

I felt comfortable.

I made all my bookings online. The information was very clear. I knew what to expect and what I needed to bring.

They were warm and friendly. It was tasteful. They cared about me, my health and safety, and my well-being. They understood my needs and my preferences. They cared about the things I cared about, including the environment.

I felt a part of something bigger. Their story and what they do – their culture, community, how they live as part of the environment – I will carry that back home with me.

I didn’t know how fascinating Queensland could be. I learned something, and that has changed me. The whole experience was fantastic, but there was so much more to it— the people, the culture, the community—it’s a beautiful laid-back place and I’ll be back!

I feel re-energised, mentally, physically, and emotionally. I feel motivated to embrace a more active and healthy lifestyle. I feel confident and empowered. I’m changed, and I can make change happen!

WHERE DO I START?

Your guests’ Five Stages of Travel.

Guest journey self-assessment.

Guide to the stages: Dreaming, Planning, Booking, Experiencing and Sharing.