Q: Who creates and delivers every single guest experience?
A; The Front-line employee.
Understanding this means the imperative is to create a meaningful and differentiated experience for the employee first. so that they will create a meaningful and differentiated experience for your guests.
Traditional roles, responsibilities and resources are no longer enough in a world where guest demands grow exponentially. As guests’ knowledge and awareness grow, so do their demands for better and more meaningful levels of experiences. And they expect you to deliver – or else.