Guest Experience: Beyond The Service Model

Delivering a great service isn’t enough anymore. Today’s guests and customers expect more. And, they deserve more. This course is designed for anyone ready to break free from the basic service playbook and create unforgettable, loyalty-building, talk-about-it-later experiences.

In Guest Experience — Beyond the Service Model, we’ll explore how intentional, emotionally intelligent service moments transform a transaction into a relationship. You’ll walk away with practical tools, powerful examples, and a framework to elevate everyday interactions into meaningful, memorable, and measurable guest experiences—whether you’re in attractions, hospitality, agritourism, retail, or any space where people come through the door.

This course meets you where you are but aims to launch you to phenomenal.

By the end of this course, learners will be able to:
1. Differentiate customer service from guest experience and explain why both matter—but experience drives loyalty
2. Apply the Personal / Powerful / Provable framework to assess and elevate guest interactions
3. Design emotionally intelligent guest experiences that reflect care, consistency, and connection
4. Respond with empathy and flexibility, even under pressure or during moments of friction
5. Develop consistent, low-cost “signature moments” that create emotional impact and story-worthy interactions
6. Evaluate guest feedback (qualitative and quantitative) to identify strengths, gaps, and opportunities for improvement
7. Model service culture behaviors that align with values, empower teams, and deliver the “extra” without waiting to be asked
8. Coach others to build meaningful habits of listening, personalization, and proactive support across roles

CEUs: 1