SERVICES

Guest Experience

ROI's Service Culture Program

The service your Guests receive is what sets you apart from the competition. ROI’s Return On Experience is designed to create memorable, personalized experiences for both Guests and Team Members by embedding a culture of service excellence at every touch point. This program goes beyond traditional service training by focusing on experience design, ensuring that every interaction is intentional, seamless, and emotionally engaging. We develop a customized, holistic Guest service program that engages all Team Members, from entry-level to executive management, ensuring the incentives, measurement, training and analysis are all in place to set your organization up for long-term success. We help create a "culture of service" that impacts the entire Guest experience through Team Members who care.

By combining experience design, touch point mapping, and team empowerment, Return on Experience ensures a differentiated and lasting impact on both guest satisfaction and Team Member engagement. The result?

A truly immersive service culture that sets your brand apart.

Key Elements of the
Return On Experience program:

Experience-Driven Approach

We focus on crafting unique, high-impact experiences for both Guests and Team Members.
The program emphasizes emotional connection, authenticity, and storytelling to create lasting impressions.

Touch Point Mapping

Using Touch Point Maps, we define and analyze the Guest journey from pre-arrival to post-experience.
This mapping process helps identify key moments that matter, ensuring consistency and excellence at every stage.
We also map the Team Member journey, ensuring they have the right support, tools, and empowerment to deliver exceptional service.

Engaging Team Members

Training focuses on service mindset, emotional intelligence, and the art of personalization.
We equip Team Members with decision-making freedom to create spontaneous, delightful moments for Guests.
We help implement a strong recognition and feedback culture that reinforces positive behaviors and continuous improvement.

Sustainable Service Culture

Beyond training, the program integrates service excellence into daily operations, leadership, and performance metrics.
Ongoing coaching, storytelling, and service rituals keep the culture alive.
The ROE program standardized
these five essential service behaviors:

Touch Points

We Deﬁne Touch Points to Create Your Guest Experience

An experience is the totality of all that is perceived, understood, and remembered in a main event, which is made up of a series of smaller events that we call touch points.

What is a service touch point?

Touch points are key points of contact the Guest has that represent important interactions along their journey. These interactions often include engaging with team members but occasionally may involve an interaction with something physical.

The most obvious touch point is when a Guest enters the business. Their initial experience of what they see, hear, smell and how they are greeted greatly impact their ﬁrst impressions. From there, they move on to the next touch point in their journey… then the next.

The accumulation of these touch points determine the Guest’s overall experience. You might draw an analogy between this and to a movie, which is made up of many scenes, each one designed to evoke a certain emotion and advance the storyline along.

How We Help You Establish Touch Points

Identify the touch points. We put you in your Guest’s shoes and visually walk through their journey as they enter the property, or initially come in contact with your service. We work with you to determine every touch point along the way as if you’re watching scenes unfold in a movie.
Develop the desired experience for the Guest at each touch point. Consider each of the human senses and the Five Star Experience expectations at each point.
Determine the “lead roles” at each touch point. These are the people and/or things that play a role in the experience at each touch point. An example of “things” might be a menu or a piece of technology they interact with.
Write out a brief description of what should take place at each touch point. Be speciﬁc as to what should be said and/or what action should be taken.

Developing your touch points with this much speciﬁcity will ensure consistency across your team. It will provide a basis for your service standards, and ultimately used to build training and performance measurements.

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The Return On Experience program focuses on providing what we call the 5 Star Experience, which establishes these five service expectations throughout your organization:

01

Welcoming

Make every person feel invited and accepted.

02

Proactive

Look for opportunities to take initiative and create a positive experience.

03

Valued

Show every person they matter.

04

Seamless

Make it a smooth, hassle-free experience from start to finish.

05

Personalized

Make it unique to every person.