Creating Magic Throughout Hospitality

Updated: Jun 23, 2021

March 17, 2021 | Hospitality

Magic. When you think of magic what do you think of? Personally, I think of a Cinderella’s pumpkin being turned into a carriage or a witch casting a spell, I rarely think about interactions in a hotel. However, this is an area where this industry can take this word, run with their imagination, and thrive with the experience. Magic is not only something children can feel or experience, adults can too. Magic began as something someone could only get from Walt Disney World however, over the years, other hospitality venues have also been providing amazing magical moments.

So, what is magic? When doing research, it’s honestly hard to find what magic is with Walt Disney World coming up. So lets just take a page from their notes and look at how magic is portrayed. When you are at Walt Disney World, it’s like you’re in a new world. Everything transforms into a place where they are no problem, it’s care free, easy to relax, and hard not to smile. That is exactly what the goal should be when magic is created through Hospitality. Magic is when guests get surprised in such exceptional ways that these moments will last a lifetime. There is not a simple definition of magic because it does not have to be put into a box, a lot of things can bring magic to life. From experience, the best hotels and their best staff members think about these moments daily! Magic and mystique help turn service into experiences and interactions into memories. Figuring out how to provide magic can be difficult considering there is truly not one type of magic. There is a process which forces the staff member to think about WOWs, going above and beyond, understanding the needs of a guest, and turning simple moments into complex instances. It can be items that are just based on being creative but also can be much more complex and takes more moving parts to complete. A better way to think about this is to make clear to hotels that magic has no limitations or characteristics. It’s about having a serving heart and making a guest the top priority.

Moments of magic can be created from the tiniest of things. It’s when a staff member thinks outside the box and makes a guest say or think, “how did they do this” or “I would have never expected such service”. It can be difficult to understand the difference in creating magical experience to unforgettable moments but that’s because there really isn’t one. Creating magical experiences is combining the best unforgettable moments you can think of and surpass the guest’s idea of unexpected. Hotels have to build magic into their culture and understand its importance. They need to teach their staff to always think through the eyes of their guest. Magic is more than showing genuine interest, learning preferences, or making people feel special. Hotels have to work at taking simple service and taking it to a new level to make it the most memorable they possibly can.

You may think you made magic but how would you actually know? The guest will always help you know! They will tell everyone, put their stories all over social media, leave you reviews, or write letters to the GM or Hotel. When any company creates magic for their guest, these WOW moments are so amazing and unbelievable, that they echo throughout the property. Remember, magic is supposed to be fun! Yes, it is complicated and to achieve the levels of magic needed is challenging but it should be a challenge that staff LOVE and live for!

Written by: Caitlyn Klauder, Client Experience Liaison

March 2021

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