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What’s The One Thing You Must Do To Deliver Exceptional Service?

Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity…

What Is The Guest Experience?

First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.

Operators often scoff at the idea that the product of Hospitality businesses is a “social product” inasmuch as it’s not about the food and eating or the bed and sleeping.

The Employee Engagement Model

We believe that aligning employees’ values, goals and aspirations with those of the business is the best method for achieving the sustainable employee engagement required for both individual and business success.