Guest Experience
Experience That Sticks
Design a guest experience that drives loyalty and repeat business.
Overview
Design a seamless customer journey that converts guests into loyal advocates and builds lasting revenue.
Design a seamless customer journey that converts guests into loyal advocates. This two-day workshop helps hospitality leaders define their service identity, control every touchpoint and build the demand and retention systems that drive long-term revenue.
What you will learn
- Define your service style and remove contradictions across touchpoints
- Design the in-venue journey and control every guest interaction
- Sell with confidence without losing the hospitality feel
- Lead alignment, rehearse standards and recover fast when things go wrong
- Own your discovery and conversion systems
- Drive awareness, footfall and yield with intent
- Turn one-time guests into repeat revenue through loyalty systems
- Make performance visible and reward the right team behaviours
Workshop structure
Two days. Two layers of impact.
Day 1
Design and deliver the in-venue experience.
- Defining your service identity and eliminating the inconsistencies that undermine it
- Mapping every touchpoint and taking deliberate control of the guest journey
- Building a sales culture that feels like hospitality, not pressure
- Alignment, rehearsal and real-time recovery when the floor breaks down
Day 2
Build demand, retain and protect performance.
- The systems that attract the right guests and convert them at the right time
- Driving footfall, awareness and yield with deliberate commercial intent
- Loyalty systems that turn one-time guests into regulars
- Making performance visible and building team habits that protect standards
Who this is for
Is this the right workshop for you?
Venue managers, operations leaders and owners who want to lift the consistency and quality of the guest experience and connect it directly to commercial outcomes. Suited to teams preparing for a new season, a rebrand or a step-change in performance.
Duration
2 days
Investment
$1,500 ex GST per person
Location
Melbourne CBD or on-site at your venue
Group size
8–12 participants
Not sure this is the right Start?
View all workshops or speak to us to find the right fit for your team.