This course is designed for hospitality professionals seeking to move beyond routine service to consistently create memorable guest experiences. Rather than seeing performance only as speed or efficiency, you will explore how every touchpoint—from a warm greeting to proactive problem solving—becomes an opportunity to delight guests and build loyalty. Through targeted lessons like Anticipate, Personalize, Collaborate: Turning Every Guest Touchpoint into a Loyalty-Building Experience, participants will learn to spot those critical moments that make or break guest perceptions.nnBy unpacking real-life examples from industry leaders such as Marriott, Ritz-Carlton, and Whispering Palms Resort, engaging in interactive discussions, and practicing hands-on exercises, you will master techniques to elevate daily performance: anticipating guest needs, paying attention to small details, and adapting service style to different profiles. We’ll also delve into the power of teamwork, communication, and self-awareness—showing how strong internal collaboration directly shapes external guest satisfaction. By the end, you’ll walk away with a fresh definition of great performance: not just meeting expectations, but consistently exceeding them through care, creativity, and unwavering commitment to our brand promise.