Deliver an Excellent G.U.E.S.T Experienceby treating every person like a valued customer.
A practical, human-centered service program for moments that matter most.
Program Overview
8-hour experience delivered in person
The program is built in two complementary parts that reflect the full guest journey — from everyday interactions to moments of recovery.
Part 1: Foundations
Creating meaningful guest connections.
FOUNDATIONS focuses on the everyday behaviors that shape how guests feel — often before they ever make a request or raise a concern.
Key focus areas include:
- Understanding the difference between service and hospitality
- The emotional drivers behind guest • expectations
- How presence, curiosity, and empathy shape perception
- Using names, listening deeply, and responding with intention
- Aligning behaviors to brand promise and service commitments
Outcome:
Participants understand why their behaviors matter — and how small moments create lasting impressions.
Part 2: Recovery
Turning challenges into trust
RECOVERY equips teams to respond effectively when expectations aren’t met — without defensiveness, panic, or policy paralysis.
Key focus areas include:
- Staying regulated under pressure
- Responding with kindness and accountability
- Apologizing with authenticity and clarity
- Finding solutions that feel fair, human, and aligned
- Rebuilding trust in emotionally charged situations
Outcome:
Participants gain confidence handling guest concerns — and leave knowing how to move conversations toward resolution and “yes.”
Facilitation & Delivery Options
- In-person delivery (recommended for impact and skill practice)
- Two half-day sessions (4hours+ 4 hours), or
- Four 2-hour workshops for operational flexibility
- Facilitated by Purpose & Performance Group consultants
- Includes participant workbooks and practical application activities
- Optional Train-the-Trainer support available
Why This Program Works
- Built on adult learning and real-world application
- Emphasizes behavior change, not just awareness
- Designed to feel relevant, respectful, and energizing
- Reinforces culture, brand promise, and service standards
- Scales across roles while honoring local context
Because every interaction tells a story.
This program helps teams make it a great one — even when things go wrong.
Service is what we do.
Hospitality is
how we make people feel.
Deliver an Excellent G.U.E.S.T. Experience equips teams with the mindset, skills, and behaviors to create memorable, trust- building interactions — especially when things don’t go as planned.
This program goes beyond scripts and policies. It focuses on human connection, emotional intelligence, and practical recovery skills that protect relationships, loyalty, and your brand — one interaction at a time.
Designed for:
Teams, supervisors, and leaders in hospitality, gaming, resort, retail, and service-oriented organizations.
What Participants Will Walk Away With
- A shared language for • delivering great guest experiences
- Practical tools for building connection
- Confidence to handle guest concerns effectively
Clear behaviors that reinforce brand promise.
Skills to turn service breakdowns into trust- building moments.