1. The Guest Experience
Memorable Experiences
Services
Goods
Raw Materials
30. The next level of guest service … fulfilling the dreams of guests!
31. “A dream is a wish your heart makes when you're fast asleep In dreams you
lose your heartaches.” Cinderella
32. “A dream is … the essence of the desires of the consumer … what they want to be.”
Gian Luigi Longinotti-Buitoni
33. The Experience Ladder
Dreams Come True
Memorable Experiences
Services
Goods
Raw Materials
34. We stand facing the fifth kind of society: the Dream Society. … Future products
will have to appeal to our hearts, not to our heads. Now is the time to add
emotional value to products and services.”
Rolf Jensen: The Dream Society: How the Coming Shift from Information to
Imagination Will Transform Your Business
35. “When we were working through the essentials of service, Mystery was always at the
top of the list.” Lovemarks: The Future Beyond Brands, Kevin Roberts
36. “The 2008 Global Award for the Most Creative, Dream-fulfilling, Caring,
Loving, and Truly Memorable Resort Experience goes to …
37. “A year from now hotels will wish they had started today.” Karen Lamb

2. We Are All Alike
"The evidences of discord and malice are apparent everywhere,
though all were made for harmony and union. ... Regard you not
one another as strangers. You are the fruits of one tree and the
leaves of one branch.” Baha’u’llah
Part 5: Focus Your Mind On Your Guests
5.1 Guidelines
Focus everything you do to improve your relationships with guests and
your service to them, and show the importance you place on them.
Focus all your attention all day on your guests.
5.4 Be a Source of Happiness to Everyone You Meet

3. 5.2 Questions for Experience Creators to Ask Themselves Daily and
for Department Heads and Team Leaders to Ask Their Staff
7 Questions For Experience Creators (Employees) to Ask Themselves
1. Where can I create a truly memorable experience now?
2. How can I create a truly memorable experience for each of these guests now?
3. If a guest comes now, what will I say and do?
4. What am I going to do to create a truly memorable experience (at lunch / dinner;
this morning / afternoon / evening??
5. What can I record about these guests’ likes and dislikes?
6. (At the end of the day:) Did I create any truly memorable experiences today?
7. (At the end of the day:) Is my basket of petals empty?
7 Questions For Team Leaders to Ask Each Experience Creator
(Employee) During the Day
1. How can you create a truly memorable experience for this guest now?
2. Have you emptied your basket of petals yet? (Why not?)
3. What have you done to create memorable experiences today?
4. If a guest / a couple comes now, what will you say and do? (e.g. guests on their
own, couples, unhappy couples, etc.)
5. What did you learn from the briefing? How can you apply it?
6. What are you going to do to create a truly memorable experience (at lunch /
dinner; this morning / afternoon / evening)?
7. What have you noticed and recorded about the guests’ likes and dislikes?
7 Questions That Department Heads and Team Leaders
Should Be Able to Answer
1. What did you and your staff do (today / yesterday) to create a truly memorable
experience?
2. Honestly, did every member of your team empty his/her basket of petals yesterday?
(What will you do to improve this?)
3. What did they do to create a truly memorable experience and to make the guests
happy?
4. Give examples of how you have created a memorable experience today.
5. What are your team members going to do and say to create a truly memorable
experience (at lunch / dinner; this morning / afternoon / evening)?
6. What was discussed in your briefing?
7. What guest information have you learned about the in-house guests?
What have you done with the information?

4. Part 8: Communicate Your Feelings With Your Eyes and Smile
8.1 What is the Message of the story Spirit of Love?
Connect with people’s feelings through your
eye contact and smile.
A Beautiful Smile Comes From a Beautiful Heart
Your Eyes Reveal the Spiritual State of Your Heart
Your Eyes Reveal the Music
of Your Heart … Your
Eyes Show Your Thoughts
and Feelings

5. 8.4 How to Send Love Energy
The Meaning of Care
“Be kind to all peoples; care for every person; do all ye can to purify the hearts
and minds of men; strive ye to gladden every soul. To every meadow be a shower
of grace, to every tree the water of life; be as sweet musk to the sense of
humankind, and to the ailing be a fresh, restoring breeze. Be pleasing waters to all
those who thirst, a careful guide to all who have lost their way; be father and
mother to the orphan, be loving sons and daughters to the old, be an abundant
treasure to the poor.”
Baha’i Writings
Keep Y o u r E y e s O pen for the Guests.
One of the biggest complaints guests make is that they are ignored, or that too
little attention is paid to them. Maintain frequent eye contact. By avoiding
eye contact, you are showing a lack of care, and that your interests are elsewhere.

6. 10.2 Quotations That Reflect the Nature of the Guest Experience
When you train your staff, ask them to practise the task in the spirit of one of these
quotations. At the end, have them visualize them performing it in this spirit.
1. The guests can “breathe in the sweet scents of loving-kindness from the garden of
your (my) heart .”
1. The guests can “breathe in the sweet scents of loving-kindness from the garden of
2. your (my) heart .”
“May from you, as from a bed of flowers, … sweet scents be shed.”
“May from me, as from a bed of flowers, … sweet scents be shed.”
2. “May from you, as from a bed of flowers, … sweet scents be shed.”
3. “With afrom me, as from a bed of flowers, … sweetmoistenbe shed.” of their hearts
“May drop from the ocean of loving kindness … scents the gardens
until they gain incomparable freshness and beauty.”
3. “With a drop from the ocean of loving kindness … moisten the gardens of their hearts
4. Your smile gain incomparable freshness and beauty.”
until they should be like “sweet scent” and bring “fragrance to the soul”.
5.4. “Be kind to all peoples;like “sweet scent” and bring “fragrancepurify the hearts and
Your smile should be care for every person; do all ye can to to the soul”.
minds of men; strive ye to gladden every soul...
5. “Be kind to all peoples; care for every person; do all ye can to purify the hearts and
6. “… To every meadow ye toshower of grace, to every tree the water of life; be as
minds of men; strive be a gladden every soul...
sweet musk to the sense of humankind, and to the ailing be a fresh, restoring breeze. .
6. “… To every meadow be a shower of grace, to every tree the water of life; be as
7. “… Be pleasing the sense of humankind,thirst,to the ailing be ato all who have lost
sweet musk to waters to all those who and a careful guide fresh, restoring breeze. .
their way; be father and mother to the orphan, be loving sons and daughters to the old,
7. be an Be pleasing watersto the poor.”who thirst, a careful guide to all who have lost
“… abundant treasure to all those
their way; be father and mother to the orphan, be loving sons and daughters to the old,
8. “It isan abundant treasure to the poor.” to every human being, and to wish him well.”
be your duty to be exceedingly kind
9.8. “So faryour duty to be exceedingly kind to every every meeting, and with tenderness rejoice
“It is as you are able, ignite a candle of love in human being, and to wish him well.”
and cheer every heart.”
9. “So far as you are able, ignite a candle of love in every meeting, and with tenderness
10. “You live to do good andheart.” happiness to others.”
rejoice and cheer every to bring
10.
11. “Let your heart burn with loving kindness for all others.” cross your path.”
“You live to do good and to bring happiness to who may
11.
12. “Be kind to heart burn with loving kindness for… strive may cross your path.”
“Let your all peoples; care for every person; all who to gladden every soul.”
The guests can “breathe in the sweet scents of loving-kindness from the garden of
12. “Be kind to all peoples; care for every person; … strive to gladden every soul.”
your (my) heart .”
The guests can “breathe in the sweet scents of loving-kindness from the garden of
your (my) heart .”
13. “Strive that your actions day by day may be beautiful prayers.”
13.
14. “Strive that your and all races with a love that is true and sincere
Love ye all religionsactions day by day may be beautiful prayers.”and show that love
through deeds and not through the tongue; for the latter hath no importance, as the majority of
14. men are, in speech, well-wishers, while action is theis true and sincere and show that love
Love ye all religions and all races with a love that best.
through deeds and not through the tongue; for the latter hath no importance, as the
majority of men are, in speech, well-wishers, while action is the best.
Abdu’l-Baha
(Abdu’l-Baha)

7. 12.7. Challenge Yourself Continuously
Challenge Yourself Continuously
Challenge the way you welcome guests.
Challenge the way you talk on the telephone.
Challenge the ways you create a relationship with a guest.
Challenge the way you write letters to guests.
Challenge the way you talk to guests.
Challenge the way you listen to guests.
Challenge the way you say “goodbye” to guests.
Challenge the way you make eye contact with guests.
Challenge your own body language.
Challenge the language you use with guests.

8. You are an Experience Creator. Your job is to create a truly
memorable experience whenever you serve a guest; every
time, every guest, every day.
• Think of your guests as walking wounded – hurt by their
worries, problems, and weaknesses. What they need most
from you is love, warmth, care, empathy, and sensitivity
to their wishes and needs, so shower them with love and
care. Every time you do this,
you will make them happier.
• Focus your attention on every guest you meet and look
for ways to create truly memorable
experiences. You will be helping them in far greater
ways than you know.
• When you start work take the invisible basket of flower
petals and spread them around the hotel. Each petal is a
symbol of a memorable experience that you create.
When you go home, your basket should be empty.
• Look for creative ways to serve the guests, and add
a touch of mystery as this will add to the memorable
experience that you create.
• If you do this, you will touch the lives of thousands of
people; you will find that your life will be very happy;
and you will achieve your life goals.
I wish you a wonderful life!
Peter McAlpine