Tag Archives: Guest Experience

Schiphol, the Netherlands - Januari 5, 2019: Yellow lost and found counter at Amsterdam Airport Schiphol.

From Lost and Found to Loyalty Tool: The Unexpected Guest Recovery Moment

Emotions, Perceptions, Feelings, , ,

There’s nothing glamorous about a sock left behind in a hotel drawer or a forgotten phone charger tangled in the sheets. However, for a growing number of hospitality teams, the lost-and-found process is becoming more than just an operational afterthought—it’s an opportunity to surprise a guest, make a lasting impression, and win long-term loyalty. Guest recovery is often framed around complaints, such as late check-ins, noisy neighbors, and missed wake-up calls. But the return of a lost item, es...

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A customer scanning a qr code with his cell phone in a bar or restaurant to read the menu. The hospitality industry and new technologies.

QR Code Menus Drive Older Guests Away — Here’s What to Do About It

Best and Worst Practices, ,

They were supposed to streamline service. However, for many older guests, QR code menus are still a source of stress rather than simplicity. Originally adopted as a pandemic workaround, QR codes quickly became a default service feature. They save on printing costs, reduce contact, and enable restaurants to update their menus in real-time. However, that efficiency can come at the expense of accessibility, especially for older diners who either struggle to scan the codes or prefer not to navigate ...

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Vietnamese pho with spicy sriracha sauce shot top down.

From TikTok to Table: What Diners are Craving

Competitive Intelligence,

Chefs have always drawn inspiration from global cuisines. However, in 2025, that inspiration is happening in real-time – on the screens of millions. Social media, especially short-form video, is turning once-obscure street foods and regional staples into viral sensations. And diners aren’t just watching. They’re walking into restaurants asking, “Do you have this?” From gochujang-glazed wings to Filipino adobo and Nigerian suya, international dishes are shaping menus across the country – not just...

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Understanding Upselling: Get Farther Without Going Too Far

Insights

The word “upselling” may bring to mind the titular salesperson, but the truth is that everyone can benefit from this sales technique. Upselling is a method of encouraging customers to spend more by adding additional items or upgrades to their purchases. An upsell can bring in increased revenue. However, just as you might imagine the cliched salesman to be, going about this the wrong way can come across as pushy. That’s why it’s important to learn techniques to upsell without pushing customers aw...

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The driver of the electric car inserts the electrical connector to charge the batteries.

The Guest Experience Challenge of EV Road Trips

Insights, ,

It used to be that road trip travelers pulled off the highway for one reason: rest. Gas, food, and maybe a quick overnight stay were all that mattered. But the rise of electric vehicles is reshaping those pit stops—and with them, the expectations EV drivers bring to hotels, restaurants, and roadside venues. Charging an EV takes longer than pumping gas. That creates a window of time when guests are stuck in place, and their needs extend far beyond kilowatts. They want fast Wi-Fi to catch up on wo...

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Angry Customers and How to Handle Them

Leadership

Handling complaints is a crucial aspect of the customer service role. It’s also an opportunity to rectify a mistake and enhance a customer’s experience with the company. The goal of these interactions is for a customer who approaches with a complaint to leave feeling satisfied. But every customer will have different needs. Customers with complaints can be categorized into a few basic types, which will inform you on how to assist them more effectively. Understand what went wrong, and make it bett...

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Bay Lake, Florida - January 4th 2022 - EPCOT Disney Park Ball Spaceship Earth Lit Up at Night Time LED Lights.

Why Disney’s Adults-Only Experience Could Reshape Theme Park Hospitality

Insights, , ,

On most nights, EPCOT’s skies light up with fireworks watched by families clutching souvenir popcorn buckets. But on June 4, 2025, the atmosphere changed. There were no strollers, no character meet-and-greets, and no kids allowed. That night marked the debut of the GEO-82 Fireworks Experience, a first-of-its-kind adults-only event at Walt Disney World. The 21+ affair blends the spectacle Disney is known for with upscale lounge seating, mixologist-crafted cocktails, and gourmet tasting plates. Fo...

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Businessman, woman and angry at cafe with stress, argument and complaint for bad service at hotel. People, dispute and frustrated with conflict, fight and talking by counter with question for staff.

If It Doesn’t Sound Real, It Won’t Feel Welcoming

Emotions, Perceptions, Feelings, ,

The words sound polite. Polished. Professional. But they don’t land. “Thanks for your patience.” “How’s everything tasting tonight?” “Welcome in.” Across hotels, restaurants, and retail counters, frontline workers repeat these phrases every day. They’re meant to be warm and reassuring. But increasingly, they feel empty – not because the staff doesn’t care, but because the words no longer ring true. In today’s hospitality climate, customers are craving sincerity, not slogans. And the language bus...

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Guests Crave the Rush of a Thrilling Immersive Experience

Emotions, Perceptions, Feelings

It’s time for guests to get out of their screens and into some real live action. But reality can be underwhelming. This is where the magic of an immersive experience can transform any setting into an unforgettable event! Immersive experiences transport participants to another place and time. The best part is experiencing an epic journey without ever leaving the point of origin. These specialized entertainment activities encourage audience members to become active participants in shows and activi...

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Empathy female manager holding human icon with heart shape over palm hands. Power of emotional intelligent, soft skill development concept.

Empathy Training for Staff: Teaching Employees to Read Between the Lines

Leadership, ,

It’s easy to train staff to ask, “How was everything?” Training them to recognize when a guest says “fine” but clearly means otherwise is harder. That’s where empathy training comes in — not just as a feel-good add-on but as a practical service tool. Teaching employees to spot nonverbal cues, interpret tone, and recognize patterns of guest behavior can dramatically improve the quality of service and the likelihood of repeat business. What empathy actually looks like on the floor In hospitality, ...

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