Thanks for your comments.

The “WOW factor” is part of a company’s culture. Part of its corporate DNA. Exceptional companies in the hospitality sector build this into their day-to-day operations.

For example, both The Four Seasons and the Ritz Carlton Hotel groups give each and every employee a certain number of free nights to stay at anyone of their properties. Management STRONGLY ENCOURAGES every staff member to take them up on this offer - including Bell Hops, Waiters and Maids.

The thinking is: If you, yourself, have never experienced exceptional service how can you offer it to our guests. So here is our offer for you and your family to be our guest (at NO CHARGE) - to experience our service, our amenities, our rooms, our restaurants. How do we make you feel as our guest?

This gives all staff members a better appreciation of what the hotel guests expect and demand. It gives them some ideas for how to “WOW their guests.”

If you have NEVER experienced what your guests expect, how can you be expected to offer it? Let alone to exceed their expectations?

Try it out. Have your staff experience what it feels like to be a customer at your own store. Don’t be surprised if they come away with a less than favorable experience.

Now… what do they suggest to improve the experience?

Let us know your own experiences with WOW.