Creating Wow Moments
Document wow moments as soon as possible after they happen. The details are freshest, and your team gets recognized right away.
Where to Create a Wow Moment
- From Guest Profile
- From Wow Moments Page
The most common method. Open the guest’s profile, then click the + button in the Wow Moments section.
Step-by-Step Guide
Select the Guest
If you’re not already on a guest profile, search for and select the guest who experienced the wow moment.
Choose the Reservation
Select which stay this wow moment relates to. The system shows room number and dates to help you pick the right one. Current stays appear first.
Write a Headline
Create a brief, descriptive headline that captures the essence of what happened.Good examples:
- “Surprise anniversary dinner on the terrace”
- “Reunited with lost wedding ring”
- “Custom birthday celebration for daughter”
Tell the Story
Describe what happened in the Tell Us field. Include:
- What you did for the guest
- Why it was special or personalized
- How the guest reacted (if known)
Tag Team Members
Select all staff members who were involved in creating the wow moment. Everyone you tag will:
- Receive a notification recognizing their contribution
- Have this moment added to their profile
Add Photos
Click the photo area to upload images. Photos bring the moment to life and are included in notification emails.
What Happens Next
When you submit a wow moment:Team Notification
All hotel staff receive an email celebrating the moment with guest details and the full story.
Staff Recognition
Tagged team members receive a personal notification recognizing their involvement.
Guest History
The wow moment is permanently added to the guest’s Living Profile for future visits.
Comments & Discussion
Team members can view and comment on the wow moment from the Wow Moments page.
Required vs. Optional Fields
| Field | Required | Notes |
|---|---|---|
| Guest | Yes | Who you created the moment for |
| Reservation | Yes | Which stay this relates to |
| Headline | Yes | Short, descriptive title |
| Tell Us (Description) | Yes | Maximum 1000 characters |
| Staff Involved | No | Tag team members for recognition |
| Photos | No | Highly recommended |
What Makes a Great Wow Moment
Look for Opportunities
- Celebrations during the stay - birthdays, anniversaries, honeymoons
- Guest intelligence you can act on - favorite wine, dietary preferences, hobbies
- Problems turned positive - exceptional recovery from a hurdle
- Moments of genuine connection - going above and beyond standard service
Examples by Department
| Department | Example Wow Moments |
|---|---|
| Front Desk | Upgrade with personalized welcome note referencing their loyalty |
| Housekeeping | Room decorated for honeymoon with rose petals and champagne |
| F&B | Chef prepares off-menu dish based on dietary nugget |
| Concierge | Arranged sold-out show tickets after learning guest’s interests |
| Maintenance | Fixed and polished guest’s sunglasses that fell in the pool |
Editing a Wow Moment
To edit an existing wow moment:- Open the wow moment from the guest profile or Wow Moments page
- Click the Edit button
- Update any fields
- You can add new photos or remove existing ones
- Click Submit to save changes
Only users with editing permissions can modify wow moments. Deleting a wow moment permanently removes it from the guest’s history.