Transforming the guest experience need not be mundane or daunting. It’s an opportunity to innovate.
By embracing creativity, hospitality teams can make each guest’s journey memorable and delightful, ensuring a resonating impact.
The hospitality industry often relies on predictable procedures and routines. These are necessary for consistency, but they can stifle creativity. Emphasising a creative approach allows hoteliers to transform these routines into opportunities for exceptional experiences.
Jesse Desjardins encourages hotels to innovate systemically. His ‘Guest Experience Map’ helps hotels design impactful moments systematically, advocating creativity in systems thinking.
Examples such as The Upper House in Hong Kong or Fairmont in Vancouver show how simple additions, like a curated radio playlist or in-room binoculars, can enhance a guest’s stay.
Turning pain points into positive experiences can significantly improve overall guest satisfaction, reinforcing brand loyalty.
Through proactive communications, hotels can offer compelling pre-stay experiences, setting a positive tone for guests and potentially increasing future bookings.
This thoughtful gesture extends the guest relationship beyond their stay, fostering a connection that encourages repeat visits and advocacy.
Innovative ideas can emerge from all levels within a hotel. Staff at every tier, particularly those in frequent guest contact, contribute to refining the guest experience and identifying improvement areas.
The path to improving guest experiences promises joy and creativity.
By involving entire teams and focusing on key touchpoints, hotels can create remarkable and memorable guest journeys.