Benedikt's Top 10 List for Delivering Powerful Guest Experience

Our Auckland-based Coach, Bendikt Bouillon, shares his insights into delivering world-class guest experiences.

1. Guest Experience vs. Service
Focus on creating memorable guest experiences, rather than just providing transactional customer service, to build loyalty and foster connections.

2. Hospitality Starts with Mindset
View guests as friends and family, not just customers, to foster warmth and lasting positive impressions.

3. Empower Your Team
Equip and empower staff to deliver great guest experiences; happy staff create happy guests.

4. Reputation is Marketing
A great guest experience turns your guests into enthusiastic ambassadors and fans who promote your business for free.

5. Culture Begins at the Top
Leaders and owners must embody and model a guest experience mindset for it to permeate the entire team.

6. Balancing Systems with Personality
Implement clear processes and SOPs, but allow staff the freedom to infuse their unique personalities in every interaction.

7. Continuous Training is Essential
Reinforce standards and celebrate examples regularly through meetings and communication to embed habits in your team.

8. Measure Experience Effectively
Use reviews, surveys, and in-the-moment guest feedback to monitor, benchmark, and improve guest experiences.

9. Turning Mistakes into Opportunities
Recovering from errors in service with genuine care often creates even more loyal guests than a flawless experience.

10. Experience Drives Business Success
In a competitive market, outstanding guest experience is your main differentiator and the biggest opportunity to boost revenue and retention.