Designing The Guest Experience

The Guest Experience Design: a Strategy With Which We All Win - By Osvaldo Torres Cruz

The hotel market continues to be one of the most competitive in the current economic scenario. Because of this, the hotels are engaged in the pursuit of business strategies that allow differentiating their product and associated services of the growing pool of offers and thus capture the attention of new customers.

HTrends The hotel market continues to be one of the most competitive in the current economic scenario. Because of this, the hotels are engaged in the pursuit of business strategies that allow differentiating their product and associated services of the growing pool of offers and thus capture the attention of new customers.

The hospitality of the experience, whose main objective is to transform the guests' stays in positive holistic experiences has been since its inception a distinctive tool par excellence, which fortunately makes increase the number of hotels that implement it, as well as of we hoteliers, researching for a better developing of this fascinating topic.

Experience design is the conception of hotel services as transmitters of stimuli, whose interpretation generates emotions and positive feelings in guests who receive them. Hotel services are carried out by the Hotel employees, which become key managers of the guest experience.

Nevertheless, it is known that denial is one of the most common responses of any human being opposite to a proposal of change, so that the most successful way to add collaborators is viewing the great benefits that the design of holistic experiences provides both guests and hotel workers.

In this article I would like to share with you some of the benefits that the design of experiences for the guests brings to the hoteliers, among which we have:

a) Greater labor stability: On having emotionally satisfied guests, these establish strong and long-lived ties what influences the loyalty of their conduct. On having increased the number of faithful clients, the Hotel strengthens its position in the market and guarantees the labor stability of employees.

b) Professional development: loyal customers are, without doubt, the quintessential hotel developers in the market and its viral effect is of high level, which influences the growth and expansion of the Hotel in the market. If the Hotel grows as a company, the employees can grow professionally with it and they will see improved their working and living conditions.

c) Increased recognition of the guest to the work of the Hotel staff: When guests feel emotionally understood by the hotel personnel, more solid interpersonal relations are established between them. This will influence the type and level of recognition from customers to employees, thus increasing the extra revenues of the latter.

I want to leave as a last, one of the benefits, that from my personal point of view I consider the most valuable: The personal and human growth of the worker. 

Successful design of experiences depends in great extent on the relations established between the hoteliers and the guests. The degree of these relationships will depend on the level of humanistic skills and strengths that the hotelier possesses such as: the art of conversation, observation, listening, empathy, understanding and the ability to establish rapport. When we use them daily, we are getting stronger in such a way that we will happen to be enriched beings, from social, behavioral, psychological, relational and spiritual standpoints.

Summarizing we can say that experience design is a key strategy to differentiate both the Hotel in the market as well as hoteliers in their journey through life. 


Osvaldo Torres Cruz
Hotel Butler
Hotel Guest Experience Design Advisor
hotel@gmial.com
http://guestexperience.blogspot.com



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