Guest experience for destinations in the experience economy
Everything guests remember about your business was built backstage, long before they arrived.
What you build comes with an ROI. Your team should too. Your staff decides whether your guests have a good time, and happy guests stay longer, spend more, and come back.
Most operators think training staff to smile is the solution, but guests can tell a trained smile from a real one. Does your team know what this company stands for? Do they feel like they belong? Do they believe what they do matters? None of that is a training problem. It is culture.
Because culture is set by your leaders, I start with them, before anyone asks the people on the ground to change. Build the culture and the return shows up where you already measure it.
My work follows the tree from the seed to the roots, and every stage stands on its own.
Two starting points
You already have a culture, whether you designed it or not. The question is whether it is the one your guests are meeting.
A rare advantage. You can shape the culture before habits set in, and your first hires learn it as the way things are done rather than something added later.
typically 4 to 6 weeks
I take the pulse of your company and find the misalignments that reach your guests and, in the end, your bottom line.
The outcome: a gap map showing where the experience you designed and the one your guests actually get drift apart, and what inside the business causes it.
typically 3 to 6 sessions with leadership
I work with your leadership to decide what the guest experience should be, and what your frontline has to do differently to deliver it.
The outcome: a shared picture of the guest experience you want, and the behaviors that deliver it.
typically 9 to 12 months
This is where it reaches the floor. I train your teams and stay close to your leaders while the new way of working becomes the normal one.
The outcome: leaders who build the conditions for great service, and teams equipped to deliver it.
typically at the 12-month mark
This is where it holds without me.
The outcome: a service culture that holds on your busiest day of high season, without me in the room.