The Future of Guest Service: Striking the Balance Between Technology and Personalization ft. Vincent Mavente
Live with Sondra · Sondra Shannon
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Show Notes
Welcome to this episode of "The Future of Guest Service" where we explore the delicate balance between technology and personalization in the attractions industry.
Join us for an engaging episode of "Live with Sondra" featuring Vincent Mavente, Corporate Director of Contact Center for Herschend Family Entertainment, as we uncover the keys to delivering guest experiences that are both efficient and deeply personal.
In this session, Vincent will dive into:
- Technology in Guest Services: How Herschend Family Entertainment uses AI, call tracking, and performance measurement tools to enhance service without losing the human touch.
- Understanding Guest Preferences: The power of directly asking guests their preferred communication channels to create seamless and personalized interactions.
- Striking the Right Balance: The challenges of setting guest expectations, expanding service hours, and maintaining high-quality interactions while leveraging automation.
- Creating a Guest-Centric Culture: Why leading with love and prioritizing guest appreciation are the foundations of a truly memorable experience.
- Optimizing Remote Service Models: Strategies for tracking phone calls, implementing call-backs, and overcoming the challenges of real-time support in a digital world.
Tune in for an insightful discussion filled with actionable strategies for guest service excellence!
Connect with Vincent Mavente: https://www.linkedin.com/in/vincemavente/
🎤 Want to be a guest on our show? Apply here: https://forms.office.com/r/Y4kGTcaWw4