The Jedi Perspective, and Controlling the Dominio 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 from their peers in this engaging Q&A discussion, where answers are immediately provided on the fly, to questions that attendees have about their specific business or the industry generally.

** This session is intended to be interactive, and requires some pre-session coordination with the use of a “moderator” to screen questions during the session, and ensure that the questions are clear and concise, and heard by all other attendees.