The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Have a guest experience tip? Click here to share.
Have a guest experience tip? Click here to share.

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

3 Lessons We Can Learn from the “Galactic Starcruiser” Debacle

Disney's ambitious, immersive experience of the starcruiser hotel teaches guest experience leaders lessons to balance immersion and profitability.

From lightsaber training to exclusive storylines, the “Galactic Starcruiser” was marketed as a dream come true for Star Wars enthusiasts. Yet, less than two years after opening, the pricey-themed hotel experience shut its doors – its failure as a cautionary tale for cutting corners on the guest experience. When Disney announced its ambitious Star Wars resort, the buzz was electric. Promising an unparalleled immersive Star Wars experience, the project aimed to transport guests into a galaxy far, ...

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Roxanne Grant

Roxanne Grant is a writer for The GEM Journal. Grant's background as an educator and playwright, along with her years working in hospitality, gives Grant a unique insight into the guest perspective.
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