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Mystic Hospitality Lab- Guest Experience as a Strategic Advance

January 15, 2026 9:00 AM - 10:30 AM (EST)

Description


Guest Experience as a Strategic Advantage - Design moments that create loyalty—and great reviews

  • January 15th
  • Time: 9:00 AM – 10:30 AM
  • Location: Chelsea Groton, Community Meeting Space, 904 Pequannock Rd, Groton, CT 06340

Topics Covered:

  • Mapping the guest journey (parking lot to payment); aligning FOH & BOH to one mission
  • Service standards vs. emotional connection; storytelling & memory anchors
  • De-escalation and recovery plans before problems go public
  • Professional, purposeful responses to online reviews

Facilitator:

Dr. Melissa “Missy” Varao — Director & Chair, Department of Business & Economics, Salve Regina University; CPCE; event & tourism expert; board roles with RIHEF, Greater Newport Chamber (Vice Chair), and Discover Newport.

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