Better Than Easy: How Effort Can Make Your Guests Fall Deeper in Love With Your Hospitality – Susie Arnett, Six Senses

Susie Arnett is the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, and in this episode talks through concepts she outlined in her article “Ways to Cultivate Psychological Ownership in Your Guests,” sharing how to make guests not just like, but truly love their stay.

Listeners will learn:

• The Unlikely Strategy for Guest Engagement: Discover how adding an element of effort and co-creation can create a stronger bond between guests and their experiences.
• Personalization and Ownership: Understand the power of allowing guests to craft and design their own stays, leading to a deeper sense of satisfaction.
• Balancing Service and Involvement: Explore the delicate balance in luxury hospitality between providing service and involving guests in their own experience.
• Psychological Ownership: Learn how personalization can lead to guests treating the property better and feeling a stronger connection to the place.
• Community and Evangelism: Find out how creating a sense of community can turn guests into evangelists for your brand, especially when they feel it has contributed to their personal growth.

For more insights and to learn from Susie’s expertise on guest experience design, check out this episode: From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands