5. Stage Three: Experience Choreography
Who is the most important person in the hotel?
If you guessed the doorman, you got it right. The doorman is the single-most important point of contact in the hotel, and the reason for that is this: She is almost always the first person the customer sees and the last person the customer sees. These days, one of the things I like to say is that everyone in the organization is the doorman. Everyone can impact the first and last impression.
If you think about how this relates to any business, it’s quite simple. First impressions are more important than ever before. But at this stage, we’re assuming the prospect has officially moved from prospect to customer. The customer has already had many moments and opportunities ...
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