Experiencing

INSPIRE, ENERGISE & CONNECT

Experiencing is the heart of your offering. It needs to resonate with guests beyond what they expected, encourage them to visit again, possibly try more next time, and inspire guests to tell others about you.

This stage is what your guests have come for. It is when you need to ensure you’ve addressed the core guest expectations. Think about the experience from their perspective, the high points, the peak moments and any low points or pain points and how you can manage those to deliver a truly transformational experience.

How you greet your guests, what they see and what you tell them creates an impression of you and your operation and will set the direction for how they feel about their experience with you overall.