Day Four / Hour 1: Guest Retention

10-10:50am: Guest Retention

  • Challenge: Employees may not recognize how a guest’s service experience makes an immediate impression and affects future business
  • Solution: Students should understand that every interaction with a guest not only affects the guest’s current impression, but also impacts the guest’s spending in the future (if they choose to return)

Key Teaching Points:

  • Delivering good experiences is critical for encouraging guests to come back (this drives future business)
  • Getting to know a guest allows us to deliver great experiences
  • Explain approaches for recognizing guests needs and getting to know them

Class Activity:

  • Experience Creation “Speed Dating” Activity (each student comes up with an activity based on another’s preferences/needs). Have students share their favorite responses afterwards. 

10:50-11:00am: 10 MINUTES BREAK