Wow Moments
Wow Moments are orchestrated delights - exceptional service experiences that create lasting memories. ABRA helps you document these moments and recognize the team members who make them happen.
Why Document Wow Moments
When your team creates an exceptional experience for a guest, recording it in ABRA:- Builds the guest’s story - Future staff can see the magic you created
- Celebrates your team - Staff involved receive recognition and notifications
- Creates institutional memory - Successful moments inspire future ideas
- Tracks service excellence - See wow moments in your profile and reports
What Makes a Wow Moment
A true wow moment goes beyond standard service:| Good Service | Wow Moment |
|---|---|
| Honoring a room preference | Upgrade with welcome note referencing their loyalty |
| Noting a dietary restriction | Chef prepares special off-menu dish |
| Acknowledging a birthday | Surprise celebration with personalized cake |
| Replacing a broken item | Reuniting guest with a cherished lost item |
Viewing Wow Moments
From the Wow Moments List
Access all wow moments for your property from the main navigation. The list shows:- Guest Name - Click to view their full profile
- Headline - Quick summary of what happened
- Staff Involved - Team members who made it happen
- Date/Time - When the moment was recorded
From a Guest Profile
Each guest’s profile displays their wow moments in the Wow Moments section. This helps you see:- What special experiences this guest has received
- Which team members have delighted them before
- Photos documenting the moments
From Your Profile
View wow moments you have been credited on by visiting your profile and selecting the Wow Moments tab. This is your personal record of guest experiences you helped create.Wow Moment Details
Click any wow moment to see complete details:- Headline - Brief title describing the moment
- Tell Us - Full story of what happened
- Staff Involved - All team members who contributed
- Creator - Who documented the moment
- Date and Time - When it was recorded
- Photos - Images capturing the experience
- Comments - Discussion from the team
When you are credited on a wow moment, you receive an email notification congratulating you. This is ABRA’s way of celebrating your contribution to guest delight.
The Culture of Recognition
Wow moments are about more than documentation - they build a culture of recognition:- Credit everyone involved - From the person who noticed the opportunity to those who executed
- Share the stories - Wow moments appear in team notifications and emails
- Learn from success - Browse past moments for inspiration
- Celebrate together - Comments let the team add congratulations