Managing with Intent: Making Guest Experience Matter

Pool test. . .check! Safety. . .check! Programming. . .check! Guest experience. . .I think it's checked? We focus a lot of our time on making sure our team is preventing emergencies or ready to respond and tracking everything from safety checks to water tests, and we all know that safety comes first 100% of the time. But when you consider that your team spends a majority of their day interacting with guests in non-safety-related situations, it's important to ask if you are giving the same attention to teaching your team the skills they need to provide an outstanding guest experience. From day-to-day interactions to handling guest conflicts or feedback, discuss how your leadership team can help build a culture of intent focused on both safety and guest experience to help you build your business and better serve your community.