Below is an Autogenerated Transcript

Ron: Before COVID arrived and shut the industry down for a while, the profitability was extraordinary. The reputation was extraordinary. Travel agents, tour operators, guests as well. You really achieved “Shining”? Yes. Along came the need for a further evolution. And you took that phrase We make each moment matter and added something. 

Paul: Yes, we care about what matters. Of course, it’s one thing, making each moment matter. But then how can we engage all our team members in that process of transformation? Because if you can take somebody from when they arrive and you can see them and hear them, and then when they leave, how are they different and how are they feeling? I say to the team members, “Do you really know what we’re targeting here is for you to envision, how do you want people to feel for the guest that they are being totally cared for, from A to Z by people who are so engaged in their wellbeing?” 

Therefore, if you approach each and every interaction with a guest from the mindset of do we want the guest to feel after the interaction, then you will approach it very, very differently because you begin with the end in mind. I must say the team members, since we started the webinar and we progressed even further with the whole idea of care and caring, I’ve noticed our team members, they’re making eye contact because eye contact is so critical. 

Ron: There’s been a real change from each moment matter or each interaction to appreciating that a guest, their partner or their family members at arrival, are different than when they’re partway through or settled into the resort. Yeah, they’re fragile. Then by the time they’re leaving their friends. Yeah. So then there’s a real caring about you as a guest.