Guest Experiences

This course is free and editable. Yours to re-brand and tailor to your needs!

Guest Experiences Free

By EdApp
4 Lessons
4.4
(14 reviews)
Deploy to my team

This lesson explores the fundamentals of creating great experiences for your customers.

From the author:The guest experience makes or breaks your reputation which is why organisations must be well-prepared for the accommodation of guests in various circumstances. This Guest Experience course aims to enlighten learners with information about how to conduct great guest experiences, how to personalise their experience, providing consistent service and how to appropriately manage issues that may arise. The 4-part course is guaranteed to provide learners with skills needed to serve customers in the best way possible.

Guest Experiences Lessons

Click through the microlessons below to preview this course. Each lesson is designed to deliver engaging and effective learning to your team in only minutes.

  1. Great Guest Experiences
  2. Personalize the Guest Experience
  3. Service with Consistency
  4. Managing Issues

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What you will learn

  • Great Guest Experiences
  • Personalize the Guest Experience
  • Service with Consistency
  • Managing Issues

Guest Experiences course excerpts

Great Guest Experiences

The essential component of a successful service experience begins and ends with a smile.
Guest Experiences Course - Lesson Excerpt

Why Does a Smile Work? Check out these 4 fascinating facts that will make you smile!

Great Guest Experiences

Smiling can boost your immune system Natural smiles, those who are wide enough to squint your eyes contribute to a stronger immune system by decreasing levels of cortisol in your body.

Great Guest Experiences

A smile makes you look prettier A research study conducted by Orbit Complete discovered that 69% of people find smiling faces to be better-looking than faces with makeup.

Great Guest Experiences

Smiling reduce blood pressure and helps your heart When you are smiling, your body immediately releases endorphins which lower your blood pressure. It can save your life!

Great Guest Experiences

Meet Ben Ben works as a bartender in a small neighborhood bar. Ben loves his work, and everyone on the team loves him. Today, Ben is having one of those "Argh! this is the worst day ever" kind of days...

Great Guest Experiences

Sasha, Ben's girlfriend, left him yesterday, three days before their second anniversary, His new phone got stolen, He forgot his mother's birthday And if that's not enough, his commute to work was delayed, and he arrived an hour late.

Great Guest Experiences

**Ben is a positive guy. ** He is aware of all the benefits of good customers service and understands how vital it is to smile, especially in his workplace. He also knows that his clients appreciate him for his positive attitude.

Great Guest Experiences

But today, he's just not feeling it.

Great Guest Experiences

It’s your job to break the ice with guests

Great Guest Experiences

It is not the guest's job to break the ice with you. Do not succumb to the limitation of "maybe this person doesn't want to interact with me."

Great Guest Experiences

Being in hospitality means reading the signs. Embrace your role as a crucial component of creating a great environment and guest experience while learning from each interaction to better the next.

Great Guest Experiences

Approach every interaction as though this guest were the food critic for the New York Times! The guests’ opinion and experience may not find its way to the NY Times but it may very well find its way to Zomatos, Trip Advisor and Yelp.

Great Guest Experiences

And remember: A simple smile creates a virtuous circle. It improves the outlook of those who give it and those who receive it. So smile!

Great Guest Experiences

It is time to practice your smile! Choose the image that makes you smile. (No wrong answers here) And it is also a key for a great guest experience! Try to use your beautiful smile more during your next shift!

Great Guest Experiences

It is time to practice your smile! Choose the image that makes you smile. (No wrong answers here) And it is also a key for a great guest experience! Try to use your beautiful smile more during your next shift!

Great Guest Experiences

It is time to practice your smile! Choose the image that makes you smile. (No wrong answers here) And it is also a key for a great guest experience! Try to use your beautiful smile more during your next shift!

Great Guest Experiences

Personalize the Guest Experience

Learn how to turn a guest into a "regular" and keep them coming back.
Guest Experiences Course - Lesson Excerpt

Return visitors or ‘regulars’ generate significantly greater revenue.

Personalize the Guest Experience

How do you keep them coming back?

Personalize the Guest Experience

Service with Consistency

Timely and appropriate wait times matter but so does candidness and honesty. Mistakes happen. Learn how to minimize their impact.
Guest Experiences Course - Lesson Excerpt

How do you make the experience a pleasurable one from beginning to end?

Service with Consistency

Hint: Think of the experience as a visit to a foreign land and the guests as travelers who barely speak the language. Be sensitive to their needs and guide them through the experience.

Service with Consistency

Guest Satisfaction and the Bottom Line A Harvard Business School study on Starbucks found guest satisfaction has a massive impact on revenue. They found that satisfied guests visit 4.3 times per month, spend $4.06 and remain loyal for 4.4 years. Highly satisfied guests visit 7.2 times per month, spend $4.42 and are on average, a consistent guest for 8.3 years. Let's do the math: The highly satisfied customer at Starbucks spends $381.89 per year and is worth $3,169.67 over the span of their 8.3-year customer life. This is a big deal!

The main reasons guests abandon a business are: More than one can be true!

You've noticed that there is a delay with some orders. What should be your first response?

Managing Issues

Problems will arise, many out of your control. Learn how to anticipate and avoid potential issues and problems.
Guest Experiences Course - Lesson Excerpt

As the front line interactor with the guest, you are the immediate representative of the business. What do you do when there is a problem?

Managing Issues

Better yet, if you began your service with a smile, you have already set the table with a ‘can do’ and ‘we'll make it work’ attitude.

Managing Issues

When a problem arises... Listen intently to the guest without interrupting. Own the mistake and acknowledge the problem. Tell the guest you are sorry for the bad experience. Stay calm, even if you don’t agree with your guest. Maintain eye contact and sympathetic body language. Ask your guest what they’d like. Try to negotiate a solution that is acceptable to both of you. Retell the guest's story in your own words, and empathize without blame. Apologize sincerely. Solve the problem quickly and without drama.

Rapid, efficient, effective problem solver To the rescue! Be the one that addresses the guest’s issue.

Managing Issues

It is vital to deal with problems immediately. Guest’s anger can linger, resentment festers during a delayed problem-solving experience.

Managing Issues

Guest Experiences Course Author

EdAppEdApp is an award winning, mobile first microlearning platform with integrated authoring and delivery. EdApp contributes training courses that have been created by the in house instructional design specialists.

That was the funniest cutest most excellent way to learn guys keep up the good work!!

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