My Journey into the Location Based Experiences Industry
Insights from a Guest Experience Host
As I reflect on the past few months, I am filled with gratitude for my roles as a Host, Educator and Ride Operator in the Guest Experience Team at a global corporate in the themed entertainment industry. This environment has been an incredible journey that has provided valuable experiences and lessons that have enriched both my professional and personal life.
There’s something incredibly rewarding about seeing the smiles on visitors' faces as they step into the attractions, ready for a day of adventure and discovery. From families on vacation to school groups on educational trips, I’ve had the pleasure of meeting a diverse array of people, each with their own unique story and reason for visiting.
A significant part of my role involves being the go-to resource for guests. Whether it’s providing detailed information through interactive demonstrations, educational interactions, or simply sharing interesting facts about the attractions, I've enjoyed adding that extra layer of enjoyment and learning for our visitors. It’s these personal interactions that often leave a lasting impression and make the experience seamless and special for each guest.
Bridging Hospitality and Design
As I think back on my experience as a Guest Experience Host, I realize how much it has influenced and enriched my skills as a designer. The connection between hospitality and design might not seem obvious at first, but the insights and experiences I've gained have had a profound impact on my approach to design.
One of the most critical aspects of both hospitality and design is understanding the users’ needs and experiences. As a part of Guest Experience, I’ve developed a keen sense of empathy by interacting with diverse guests. This empathy translated directly into design, where understanding the users’ needs is paramount, which allows me to see things in a different perspective and create more intuitive and user-friendly designs. It has taught me the importance of iterative design process.
Effective communication is crucial in both guest services and design. This skill is invaluable in design, where clear communication of ideas and concepts to the team and the clients is essential. Whether it’s through design presentations, user guides, or interface elements, my ability to convey information clearly has been greatly enhanced.
Every interaction with a guest is an opportunity to tell the story of an attraction. Inversely, design is often about telling a story wherein there is a narrative that moves a user through some sort of experience. My experiences in engaging guests through compelling stories help me craft an even more engaging and coherent design narrative to make the user journey both enjoyable and meaningful.
In the sometimes fast-paced, often impromptu world of guest services, problems and challenges don't always go as initially expected. Whether it be handling a complaint or simply dealing with a change of plan, I learned how to get a problem sorted in record time. I can now apply this to design: no matter what project one is working on, some challenges or changes must take place. I am now quicker at finding creative solutions and adapting when new information or constraints are placed. Attention to detail is in ensuring that every guest leaves with a good experience. This pertains to an assurance that safety measures are carried out, right down to the minute details of managing ticketing accurately. It was such meticulousness in design that sharpened my eye. Such attention to detail ensures that my designs are not only aesthetically pleasing but functional and error-free as well.
I work in a team that guarantee smooth running and delivery of the best in visitor experience. In this teamwork, I learned that through collaboration and communication between members of the team, all the aforementioned skills become vital in the design process. I therefore learned to welcome diverse insights, give constructive feedback, and collaboratively work towards achieving a common objective-all leading to more appropriate and innovative design solutions.
From developing empathy and improving communication to honing problem-solving skills and attention to detail, the lessons learned in hospitality have made me a more thoughtful, user-centered, and adaptable designer. I look forward to bringing this knowledge into my design projects to create experiences that are beautiful, yet incredibly empathetic and user-centered. Thanks for taking the time to read about my journey, and I look forward to continuing to blend the best of both worlds in my career.
