> ## Documentation Index
> Fetch the complete documentation index at: https://docs.abrahospitality.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating Wow Moments

> How to record exceptional guest experiences in ABRA

# Creating Wow Moments

<Info>
  Document wow moments as soon as possible after they happen. The details are freshest, and your team gets recognized right away.
</Info>

When you or your team creates something special for a guest, record it in ABRA. This builds a history of exceptional service, recognizes team members, and inspires others.

***

## Where to Create a Wow Moment

<Tabs>
  <Tab title="From Guest Profile">
    The most common method. Open the guest's profile, then click the **+** button in the Wow Moments section.
  </Tab>

  <Tab title="From Wow Moments Page">
    Go to **Wow Moments** in the main navigation and click the **+** button. You'll need to search for and select the guest.
  </Tab>
</Tabs>

***

## Step-by-Step Guide

<Steps>
  <Step title="Select the Guest" icon="user">
    If you're not already on a guest profile, search for and select the guest who experienced the wow moment.
  </Step>

  <Step title="Choose the Reservation" icon="calendar">
    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.
  </Step>

  <Step title="Write a Headline" icon="heading">
    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"
  </Step>

  <Step title="Tell the Story" icon="align-left">
    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)

    Keep it concise but meaningful. This story may inspire colleagues and becomes part of the guest's history.
  </Step>

  <Step title="Tag Team Members" icon="users">
    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
  </Step>

  <Step title="Add Photos" icon="camera">
    Click the photo area to upload images. Photos bring the moment to life and are included in notification emails.

    <Tip>
      Photos are powerful. A picture of the decorated room or the guest's reaction tells the story better than words.
    </Tip>
  </Step>

  <Step title="Submit" icon="check">
    Click **Submit** to save. You'll see a confirmation message, and notifications are sent automatically.
  </Step>
</Steps>

***

## What Happens Next

When you submit a wow moment:

<CardGroup cols={2}>
  <Card title="Team Notification" icon="envelope">
    All hotel staff receive an email celebrating the moment with guest details and the full story.
  </Card>

  <Card title="Staff Recognition" icon="trophy">
    Tagged team members receive a personal notification recognizing their involvement.
  </Card>

  <Card title="Guest History" icon="book">
    The wow moment is permanently added to the guest's Living Profile for future visits.
  </Card>

  <Card title="Comments & Discussion" icon="comments">
    Team members can view and comment on the wow moment from the Wow Moments page.
  </Card>
</CardGroup>

***

## 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

<Tip>
  **The best wow moments are personalized.** Use what you know about the guest - their preferences, nuggets, celebrations, or something they mentioned in conversation.
</Tip>

### 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:

1. Open the wow moment from the guest profile or Wow Moments page
2. Click the **Edit** button
3. Update any fields
4. You can add new photos or remove existing ones
5. Click **Submit** to save changes

<Note>
  Only users with editing permissions can modify wow moments. Deleting a wow moment permanently removes it from the guest's history.
</Note>

***

## Related

<CardGroup cols={2}>
  <Card title="Wow Moments Overview" icon="wand-magic-sparkles" href="/guides/wow-moments/overview">
    What makes a true wow moment
  </Card>

  <Card title="Guest Intelligence" icon="lightbulb" href="/concepts/guest-intelligence">
    Capturing insights that enable wow moments
  </Card>

  <Card title="Nuggets" icon="gem" href="/guides/guests/nuggets">
    The fuel for personalized service
  </Card>
</CardGroup>