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.