Hospitality Daily Podcast The Four Ps of Guest Experience: How to Know, Grow, Engage, and Include Your Guests - Danica Smith
Jul 31, 2025
Danica Smith, a guest experience correspondent and founder of MorningStar GX, shares her expertise on enhancing guest interactions through her Four Ps framework: Personal, Purposeful, Playful, and Participatory. She emphasizes the necessity of genuine personalization beyond mere data, highlighting travel as a catalyst for growth. Danica also discusses the importance of creating playful and participatory experiences to foster guest loyalty. Tune in for actionable insights that can elevate hospitality practices and drive impressive results.
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Personalization Expectations From Other Industries
- Travelers expect personalization in hospitality because other industries like retail and streaming provide seamless experiences.
- Hospitality must match these expectations to stay relevant in 2025 and beyond.
Balance Personalization and Privacy
- Avoid hyper-personalization that boxes guests in based on past behaviors; allow guests to explore new experiences.
- Balance data use with guest consent and respect privacy in personalization strategies.
Combine AI With Emotional Intelligence
- Train staff to combine AI-driven data with emotional intelligence for responsive guest interactions.
- Empower employees to override AI suggestions and personalize experiences in real time.