A short talk emphasizing that guest needs extend across the entire guest lifecycle—from booking, through arrival and check-in, to post-check-in—and that staff should actively listen to guests (or use guest avatars) to identify patterns and anticipate needs (e.g., activities or dining plans one month before stay).
The needs are not necessarily just the moment they arrive and they walk in. They have a beautiful welcome basket and some great smelling coffee. They have needs throughout the entire life cycle from booking. Okay, now we're one month out. Now I checked in. Now it's two hours after check in. And you can do this really by listening to your guests. Obviously you could have your guest avatar, but listening to your guests and really understanding the pattern of what they need. But after booking, they might be looking for something great to do one month before. Oh, that's coming up soon. Do we have something to do on this day or where are we going to eat dinner?
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