In this episode, Sabrina Cendral, a hospitality advisor, strategist, and former Senior Vice President of Marketing and Sales for Club Med in North America, challenges the notion that operations is the only important aspect of delivering a great guest experience and emphasizes the holistic nature of guest engagement.

Listeners will learn:

The Importance of Comprehensive Guest Engagement: Understand why engaging guests before, during, and after their stay is crucial for creating memorable experiences.
Insights from Club Med's Strategy: Sabrina shares how Club Med engages with guests at every stage of their journey, from the anticipation phase to post-stay, and how these strategies can be applied across the hospitality industry.
Collaboration Between Marketing and Operations: Discover the benefits of integrating marketing insights with operational execution to enhance guest satisfaction.
Experience Design and Innovation: Learn about the role of experience design in meeting and exceeding guest expectations, and how innovation can be sparked by understanding guest motivations and industry trends.
The Role of Data in Personalizing Experiences: Explore how data from guest interactions can be used to tailor experiences and make guests feel truly special.

A few more resources:

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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