Experiencing

INSPIRE, ENERGISE & CONNECT

Your guest’s experience with you is a series of moments that can include high points, peak moments to be celebrated and low points to be minimised and managed.

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Pre-Experience

• With many guests booking month in advance, the time between Booking and Welcome is an opportunity to stay in touch and build curiosity and anticipation.

Welcome

The Experience

Farewell

• 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.

• The experience itself is a journey with many stages.

• If you understand the journey, its peak and any pain points for guests, you can improve, enhance and ultimately exceed guest expectations.

• When your guests look back on your experience, they will remember most clearly the highlights – what they did, what they learned, what they do now as a result of their experience.