Disney recently posted this and it about exploded my brain. You can't plan the entire Guest experience. You need spontaneity in order to capture those moments that you need to which occur only at the point of experience. The one thing
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated
Operators often scoff at the idea that the product of Hospitality businesses is a "social product" inasmuch as it's not about the food and eating or the bed and sleeping.