Guest Experience Design in Hospitality

Managing every aspect of a customer's interaction with a brand to create a consistent and positive experience.

Shifting focus from companies controlling customer interactions to empowering customers to manage their own experiences.

Aligning employee values, expectations, and skills to deliver exceptional customer service.

A system that rewards customers for repeat business and builds loyalty.

Service refers to a defined process, while hospitality is the mindset and genuine care in applying that process to guests.

Factors that drive customer choice, including price, location, and the overall experience.

Location and overall experience are often prioritized over price in customer decision-making.

Proactively addressing and resolving negative customer feedback to improve service and build trust.

The act of welcoming and treating guests with kindness, warmth, and care, going above and beyond their expectations.

Paying attention to small details like personalized touches, unique amenities, and thoughtful gestures to create a memorable experience.

Tailoring the service to individual guests' needs and preferences, creating a feeling of being valued and understood.

A perception of a company built through intentional and unintentional actions, impacting customer experience and loyalty.

Every interaction a customer has with a company, from website visits to staff conversations, influencing their overall brand perception.

Creating a sense of privilege and rarity for a specific group, often through limited access or unique offerings.

Communication and engagement between hotel staff and guests, shaping the guest's experience and perception of the brand.

Finding unique strengths and features that set your brand apart from competitors, attracting a specific target audience.

Presenting your brand image consistently across all platforms and interactions.

A plan that outlines your brand's identity, values, and how you'll communicate them to your customers.

A financial metric measuring the profitability of an investment. It's calculated by dividing net profit by initial cost.

Engaging customers in a way where you actively listen to them, build trust, and deliver on promises.

The way you deliver on promises greatly impacts your reputation and customer satisfaction.

Staying true to your brand strategy rather than chasing fleeting trends or copying competitors.

These are the core components of a successful business, shaping its identity and attracting customers.

A clear vision of your business's goals and how you'll achieve them, driving profitable growth.

A hotel employee responsible for assisting guests with luggage, often seen as a welcoming and helpful figure.

A hotel employee responsible for cleaning and maintaining guest rooms, often known for their discreet and efficient service.

A hotel employee responsible for overseeing spa operations and ensuring guest satisfaction with treatments and facilities.

A hotel employee responsible for creating and overseeing the menu, ensuring quality food and a positive dining experience.

A hotel employee who provides personalized assistance and services to guests, often acting as a local expert and problem solver.

A hotel employee responsible for maintaining and repairing facilities, offering practical support and ensuring a comfortable stay for guests.

A key performance metric in the hospitality industry that measures a hotel's revenue generation potential by dividing total room revenue by the number of available rooms.

REVPAR stands for Revenue Per Available Room. It's a key metric in the hospitality industry that measures a hotel's revenue generation potential by dividing total room revenue by the number of available rooms.

A series of steps to build a consistent brand strategy, focusing on understanding customers, analyzing their needs, and developing a unique brand identity to attract them.

The core of your brand, outlining what it stands for, its purpose, and its commitment to its target audience.

The key principles that shape your brand's unique identity and actions, ensuring memorability, uniqueness, actionability, meaningfulness, clarity, and timelessness.

Going above and beyond in customer service, ensuring consistent and positive experiences throughout the entire customer journey.

The unique atmosphere and values that define your brand, attracting and engaging both customers and employees.

Key strategies to attract talented employees by offering competitive pay, benefits, growth opportunities, and a positive work culture.

Fundamental beliefs that act as a guide for organizational behavior and decision-making, shaping the brand's culture.

A test to see if your logo is strong enough by replacing parts of it with competitor logos, or logos from different categories. If the new logo is better, or no worse, then your existing logo needs improvement.

A list of key considerations for creating a strong visual identity for a brand, such as the logo, brand colors, and interior design.

The design of physical spaces in hospitality businesses like restaurants and hotels, which greatly influences guest experience.

Creating a positive customer experience by providing consistent and memorable service at every point of contact: before, during, and after the customer interaction.

A character who is the front desk receptionist, known for his friendly and calming demeanor, soothing voice, and ability to handle a busy lobby.

A recurring character who visits a hotel often, with an air of mystery and sophistication, dressed in a timeless style.

The skilled bar manager, an expert in cocktails and the art of serving drinks, known for his precision and ability to judge guests' needs.

The hotel's manager, known for her experience, dedication to her work, and approachable demeanor, who interacts with guests and staff alike.