The document discusses the importance of creating memorable guest experiences in the hospitality industry, emphasizing emotional connections and human interactions over mere transactional elements. It outlines strategies for differentiating service quality, highlights the role of management in fostering a service-oriented culture, and identifies key components and actions that enhance guest satisfaction. Ultimately, the guest experience is framed as a comprehensive interaction that can significantly impact customer loyalty and business success.

1. WOW in Hospitality
Services
By
Anoop Suri

2. “They may forget what you said,
but they will never forget how
you made them feel”
~ Carl W. Buechner

3. Concept
• The experience that matters most to your guests is not the
chocolates with the Bill, But the gratifying human interaction.
We believe this is the connection; when emotions are evoked
and the guest experience is measured against intuitive
moments of contact.
• This is the connection that is lacking in so many business
interactions and yet is more essential than ever in creating a
renowned ‘WOW Guest Experience’.
• In order to be remembered by your guest and create their
loyalty you have to earn aposition in their mind.
• When great service is the sole area of serious competition
then it is the Guest Experience that will differentiate you
from the others!

4. THE WOW
A ‘WOW’ is something you do that you don’t
have to do that the guest doesn’t
expect you to do that gets them to say
‘WOW’!

5. What do we achieve
• You have the opportunity to give every guest an
experience they’ll always remember.
• By consistently delivering a Guest Experience you
will build loyal customers, have a long term
source of competitive advantage over your
competition and ultimately increase profit
margins.
• The guest experience encompasses every aspect
of your business; it’s the total experience a guest
has with your company. It is the “how you made
them feel” component. It’s about stimulating
guests emotions.

6. Challenges
• The secret is understanding how to connect with your
guests on the emotional level and understanding
whether you made an impact strong enough that the
guests want to return to experience it again and finally
whether they will be an advocate for you.
• That’s the challenge.
• Differentiate yourself from the ‘average’. Come to work
every day with an ‘experiential attitude’. Every
interaction you have with a guest gives you the
opportunity to deliver an experience! Act on it!

7. MANAGEMENT’S PHILOSOPHY
• Mastering the Guest Experience begins when
management’s customer service philosophy and
values are reflected through front line staff.
• Every single contact your company has with its
guests either cultivates or corrodes your
relationship. In other words, your business is only
as good as your worst employee.
• That’s why it is so important to build a strong,
loyal and committed team!

8. UNDERSTANDING THE EXPERIENCE
You may have the very best structural building, location, product or
outlet, but it's really the quality of the experience that matters most to
your guests. You represent your product/service to your guests. The
Experience is the next competitive battle ground. So, to win the
service battles, the guest experience must be everybody's business.
THERE ARE 5 LEVELS OF CUSTOMER SERVICE:
Level Description
Level 1 Unacceptable
Level 2 Below Average
Level 3 Average
Level 4 Above Average
Level 5 World Class

9. DEFINING THE EXPERIENCE
The guest experience is about suspending all of an
organization's pre-conceived notions about the
guest and truly appreciating or understanding the
experience from their perspective.
The Guest Experience is the interaction between a
company and a guest. It takes place from the time they
first make contact with you, to their first impression,
until the time they depart. It is a blend of the company’s
physical performance and emotions evoked, each
intuitively measured against guest expectations across
all moments of contact.

10. Guest Experience Components

11. HUMAN NEEDS
(Key components people recognize on
an emotional level)
• 1. Feel Welcome
• 2. Be Acknowledged
• 3. Feel Important

12. EXPERIENCE ATTITUDE IS…A person’s ability to
recognize opportunities that will exceed a
guest’s expectations, regardless of their
circumstances. Think of attitude as your own
perception of life and career. It is the way you
express yourself through your actions and
behaviour. It is based on the choices you’ve
made about how best to make a guest’s stay
memorable and beyond expectations.

13. PRIMARY ACTIONS
OF BODY LANGUAGE
• 1. Eye Contact
• 2. Facial Expression
• 3. Body Posture & Movement
• 4. Hand Gestures
• 5. Assess Your Audience

14. SAMPLE OF NON - NEGOTIABLE CORE
VALUES
1. Smile
2. Utilize name recognition
3. 10 feet greet
4. Acknowledge guests when waiting
5. Anticipate guest’s needs (verbal & non) & deliver on them
6. Watch for visual triggers/silent cues
7. Listen for hesitation or uncertainty & offer suggestions
8. Be attentive to special occasions (ask what they’re celebrating)
9. Be sincere, not mechanical
10. Always wish, thank and request to come Back.

15. GUEST EXPERIENCE CYCLE

16. YOUR GUEST EXPERIENCE CYCLE

17. THREE SEGMENTS OF EACH CYCLE
COMPONENT:
CYCLE
COMPONENT
OPERATIONAL
STANDARD
ABOVE & BEYOND
EXPERIENTIAL
OPPORTUNITIES
Tasks of the job The action you
currently do
Identifying opportunities
that you can do to
create a highly satisfied
experience resulting in
loyal guests.
EXAMPLE:
Arrival
Offer a pleasant
greeting
Welcome back Mr.
Agarwal; we’ve been
expecting you!