The Evolution of Creating the Hospitality Guest Experience
This piece is the second of a three-part series of articles exploring how firms can create memorable guest experiences using a model known as The Loyalty Circle©. The model contains three components – Process, Value, and Communication.
Part I of the series, which appeared in the Fall 2022 edition of Gaming & Leisure Magazine, focused on the Process component of The Loyalty Circle©. To recap, the Process, or how the service works, involves all activities from both the guest’s and firm’s perspective and can include everything that happens to the guest from the time they begin buying the service (e.g., calling to make a reservation) to the time that they leave the property (e.g., picking up the car from a valet).
Like Process, the Value component is critical to driving memorable guest experiences. The following article – Part Two in the series – details the strategies for adding value and recovering value for the customer to encourage brand loyalty should errors occur.
The series will conclude with a look at the final component of The Loyalty Circle© – Communication – in the next edition of Gaming & Leisure.
READ THE FULL ARTICLE BY STOWE SHOEMAKER IN THE 2022 WINTER EDITION OF GAMING & LEISURE MAGAZINE.