The Jedi Perspective: Controlling the Domino Effect

The guest experience is created through a culmination of events throughout the guest visit. These events all impact each other, and result in a “domino effect” which can lead to a negative guest experience, or to negate positive experiences. If managed properly however, the domino effect can be mitigated, and positive guest experiences can be used to offset any negative ones. This seminar focuses on how staff, managers, and owners can be situationally aware of everything happening within their venue, and how to anticipate the guest needs, so as to avoid any negative experiences which could lead to the domino effect from occurring in the first place, and how to create positive guest experiences.

Attendees will learn about specific actions they can take through a sample set of circumstances, comparing how slight adjustments can have a material impact on the guest experience - through guest acknowledgment, guest interaction, proactive engagement, and balancing strategy.