Interactions
What is Active Listening?
Listening to Understand
How can you maintain a 5-Star experience?
Do a self-evaluation, keep track of reviews, have a think-tank to check-in, take care of your body and mind.
How can you make an unforgettable experience?
Doing something above what others in the industry are doing.
What is Ciarrah's 'Golden Rule' with Guest Experiences?
Hold yourself to the same expectations you hold your guests
How does upselling help provide a 5-star experience?
It provides a chance to tailor a service for the guest(s) and provide a solution to their needs.
What are some "little details" that were discussed in the lesson?
Rubber ducks, mints, personalized notes
If you need to leave early, what should you do?
Communicate with your Guests
How does listening to understand help provide a 5-star experience?
Helps the service provider find solutions to the guests' concerns and is a vital part of communicating.
What is a peak moment?
A fixed point in time that has strong, positive memories
What is a word that describes identifying and resolving problems before the effects are felt by others (in this case, guests)?
Proactive Solutions
How can you maintain your body to provide these 5-star experiences?
Implement healthy boundaries, practice proper ergonomics, keep our body and mind in great working condition.
Your website requires 5 or more clicks to make an appointment. What skill would be used to change this before you officially open?
Proactive Solutions
Where does the Guest Experience start and end?
First looking at the website, first booking, first walk in.
After the service, surveys about the service, reminder to rebook.
Provide examples of self-care we discussed.
Set healthy boundaries, practice proper ergonomics, receive massages as needed, participate in yoga.
What industry does Ciarrah suggest to look to as an example of 5-star experiences?
Hospitality Industry (Specifically hotels/resorts)