Tag Archives: senses

ORLANDO, FL, USA - JANUARY 15, 2012: Boardwalk Disney area with Swan and Dolphin hotel on Crescent Lake shore at sunset in Orlando on January 15, 2012.

How the Swan and Dolphin’s Architecture Shapes the Guest Experience

Guest Experience News, ,

On a recent visit to Walt Disney World, I stayed at the one resort on property that isn’t actually run by Disney: the Swan and Dolphin. My wife and I are annual passholders and visit seven or eight times a year, so we’re used to how Disney feels. The smells, the lighting, how every space seems spotless. It’s all part of that familiar “Disney magic.” But even from afar, I could always spot the Swan and Dolphin: their scale, their bold rooftop swans and dolphins, their architectural presence. And ...

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Trash Can

Stop getting trashed by your customers

Guest Experience News, ,

It seemed like such a small thing at first. In the lobby of a high-end office building, wedged between the front desk where guests checked in and an American flag, was a trash can. Not a nice or decorative trash can, mind you, but a plain, black trash can that almost seemed as if it were touching the bottom of the flag. It was there for convenience and could easily have been overlooked. We all have “trash cans” in our lobbies - and in our businesses - that stand in the way of our efforts to crea...

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interior of a nightclub

Ambiance Drives Experience – How Environment Shapes Guest Behavior

Emotions, Perceptions, Feelings, ,

Money, food, shelter, and love are often considered the cornerstones of life. Hospitality delivers on food and shelter, but what about the feeling that keeps guests engaged and willing to spend more? That feeling is mood. And in hospitality, mood is created through ambiance. Ambiance influences how guests feel and spend When guests are in a positive mood, they are more relaxed, more agreeable, and more likely to spend. When the mood is off, they notice more problems and become less engaged. Ambi...

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