Wow Moments
Wow Moments are orchestrated delights - exceptional service experiences that create lasting memories.
What Makes a Wow Moment
A true wow moment:- Exceeds expectations - Goes beyond standard service
- Is personalized - Based on guest intelligence
- Creates memory - Something the guest will remember
- Shows care - Demonstrates genuine attention
Examples
- Surprise birthday celebration with personalized cake
- Room decorated for honeymoon arrival
- Favorite wine waiting in room based on captured preference
- Arranging a special experience based on guest’s interests
- Reuniting a guest with a lost item
Wow Moments vs. Good Service
| Good Service | Wow Moment |
|---|---|
| Honoring room preference | Upgrade with welcome note referencing their loyalty |
| Noting dietary restriction | Chef prepares special off-menu dish |
| Acknowledging birthday | Surprise celebration with team singing |