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Sentry Guest Journey Map:

The Inn at SentryWorld

Phone call

Online chat

Online chat experiences

Golf

Wedding amenities

Fieldhouse/event spaces

Dining

Hotel

Adjust event space reservations

Answer event and space questions with expertise

Adjust hotel room block, catering for dietary needs, golf/wedding package

Answer wedding questions with expertise

Menu viewing and questions

Adjust reservation details

Special dining requests (anniversary, birthday, etc.)

Pro center sales questions

Adjust golf package

Answer golf questions with expertise

Dining amenity questions

Room amenities and upgrades

Early check in/late check out

Room confirmation

Transportation planning and questions

Dining

Fieldhouse

Wedding

Hotel

Golf

Not involved in purchase experience: but third parties will want easy effort booking online

Ease booking online for individual or group

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Online chat experience: tone, speed, helpfulness

Ease booking online

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Online chat experience: tone, speed, helpfulness

Effort level finding booking information online

Receipt after purchase with detailed explanation

Hidden fees or unexpected costs

Online chat experience: tone, speed, helpfulness

Ease booking online when apart of an event group

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Online chat experience: tone, speed, helpfulness

Phone center experiences

Wedding amenities

Fieldhouse/event spaces

Golf

Dining

Hotel

Adjust event space details

Event and space questions

Menu viewing and questions

Adjust reservation details

Special dining requests (anniversary, birthday, etc.)

Adjust hotel room block, catering for dietary needs, golf/wedding package

Transportation questions

Answer wedding questions

Pro center sales questions

Adjust golf package

Price inquiries

Answer golf questions

Dining amenity questions

Room amenities and upgrades

Early check in/late check out

Room confirmation

Transportation planning and questions

Social media/text

Email

Customer service center

Wedding amenities

Adjust hotel room block, catering for dietary needs, golf/wedding package

Transportation questions

Answer wedding questions

Golf

Pro center sales questions

Adjust golf packages

Price inquiries

Answer golf questions

Fieldhouse/event spaces

Adjust event space details/add on experiences

Event and space questions

Customer service center: post-purchase pre-travel

Dining

Menu viewing and questions

Adjust reservation details

Special dining requests (anniversary, birthday, etc.)

Hotel

Dining amenity questions

Room amenities and upgrades

Early check in/late check out

Room confirmation

Transportation planning and questions

Social media/text experiences

Hotel

Wedding amenities

Golf

Fieldhouse/event spaces

Dining

Route questions to hotel customer service

Respond to customer comments and images shared

Text campaign with news

Route questions to dining customer service

Respond to customer comments and images shared

Text campaign with news

Route questions to golf customer service

Respond to customer comments and images shared

Text campaign with news

Route questions to events customer service

Respond to customer comments and images shared

Text campaign with news

Route questions to wedding customer service

Respond to comments and images shared

Text campaign with news

Email experiences

Golf

Fieldhouse/event spaces

Dining

Hotel

Wedding amenities

Specific email dedicated to wedding information

Written tone of voice

Answer emails within timely manner

Specific email dedicated to hotel information

Written tone of voice

Answer emails within timely manner

Specific email dedicated to dining information

Written tone of voice

Answer emails within timely manner

Specific email dedicated to space information

Written tone of voice

Answer emails within timely manner

Specific email dedicated to golf information

Written tone of voice

Answer emails within timely manner

No sale

Online search, social media, etc.

Website

Call center

Website

Marketing

Call center

Concierge

Greg Golfer

Gina Guest

Leonard Leisure

Carl Client

Brianna Bride

Not involved in purchase experience: but third parties will want easy effort booking online

Ease booking online for individual or group

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Ease booking online

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Effort level finding booking information online

Receipt after purchase with detailed explanation

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Ease booking online when apart of an event group

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Leonard Leisure

Brianna Bride

Greg Golfer

Gina Guest

Carl Client

Call center training: working with third parties

Call center training

Tone of voice

Hold music

Hold time

Call center training: wedding experts

Tone of voice

Hold music: light, well-known music, wedding-inspired

Hold time

Call center training: emphasize convenience

Tone of voice

Hold music: well-known music to bring familiarity

Hold time

Call center training: golf amenities for individual/groups packages

Hold music: golf channel inspired

Hold time

Quick service

Greg Golfer

Brianna Bride

Gina Guest

Leonard Leisure

Carl Client

SW brochures and handouts

Quality of paper, images

Look and feel of logo, ads

Recognition on luxury travel site ads

SW brochures and handouts

Quality of paper, images

Look and feel of logo, ads

Website ads

SW brochures and handouts: can vary depending on what event guest is there for

Quality of paper, images

Look and feel of logo, ads

Third party website ads

Golf brochures and handouts

Quality of paper, images

Look and feel of logo, ads

Golf website ads

Wedding brochures and handouts

Quality of paper, images

Look and feel of logo, ads

Wedding site ads

Greg Golfer

Brianna Bride

Gina Guest

Leonard Leisure

Carl Client

Effort finding golf info

Image association

Site speed experience

Online chat experience

Not involved in planning experience: but third parties will want easy effort finding high end aspects of the Inn

Effort finding wedding info

Image association

Site speed experience

Online chat experience

Effort finding amenities info: several links to different amenities

Image association

Site speed experience

Online chat experience

Effort finding unique aspects of the Inn

Image association

Site speed experience

Online chat experience

Greg Golfer

Leonard Leisure

Brianna Bride

Gina Guest

Carl Client

Call center training: working with third parties

Call center training: wedding experts

Tone of voice

Hold music: light, well-known music, wedding-inspired

Hold time

Call center training: golf amenities for individual/groups packages

Hold music: golf channel inspired

Hold time

Quick service

Call center training: emphasize convenience

Tone of voice

Hold music: well-known music to bring familiarity

Hold time

Concierge experiences

Wedding amenities

Fieldhouse/event spaces

Golf

Dining

Hotel

Book spaces for upcoming guests

Upgrade rooms

Answer questions on check in/check out times

Answer general questions: parkings, directions, room amenitiies, SW amenitities, etc.

Book tee times for upcoming guests

Answer general questions on golf rates, course description, etc.

Make reservations for upcoming guests

Answer questions on dietary needs

Answer questions on room service

Adjust room blocks

Add requests for wedding party to rooms

Answer general questions with expertise

Greg Golfer

Brianna Bride

Gina Guest

Leonard Leisure

Carl Client

Not involved in planning experience: but third parties will want easy effort finding high end aspects of the Inn

Consistent social media handles

SW venue image quality

Sentiment of reviews and ratings

Easy to find in search

Tone of voice

Speed of response on social media

Consistent social media handles

SW luxury qualities

Sentiment of reviews and ratings

Easy to find in search

Tone of voice

Speed of response on social media

Consistent social media handles

Number of FB likes/ratings

Instagram golf course image quality

Speed of response on social media

Sentiment of reviews

Easy to find in online search

Tone of voice

Consistent social media handles

Instagram likes and follows

Wedding image quality (Pinterest, Instagram, FB)

Speed of response on social media

Sentiment of reviews

Easy to find in online search

Tone of voice

Greg Golfer

Brianna Bride

Gina Guest

Leonard Leisure

Carl Client

Not involved in purchase experience: but third parties will want easy effort booking on the phone

Tone of voice and expertise of call center representative

Ease of purchase

Hidden fees or unexpected costs

Wait time experience: music

Tone of voice and expertise of golf packages from call center representative

Ease of purchase

Hidden fees or unexpected costs

Wait time experience: music

Tone of voice and expertise of unique experiences at SW/surrounding area from call center representative

Ease of purchase

Hidden fees or unexpected costs

Wait time experience: music

Tone of voice and expertise of wedding amenities from call center representative

Ease of purchase

Hidden fees or unexpected costs

Wait time experience: music

Greg Golfer

Brianna Bride

Gina Guest

Leonard Leisure

Carl Client

Not involved in purchase experience: but third parties will want easy effort booking online

Ease booking online

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Ease booking online for individual or group

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Effort level finding booking information online

Receipt after purchase with detailed explanation

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Ease booking online when apart of an event group

Easy to read receipt with relevant information

Hidden fees or unexpected costs

Tone of voice, speed of response, helpfulness

Critical

decision point

Start

Booking

Planning and shopping

Post-booking pre-travel

Online chat

Phone call

Social media/text

Phone center experiences

Wedding amenities

Fieldhouse/event spaces

Dining

Hotel

Golf

Answer questions from wedding guests and party

Answer questions from wedding guests and party

Answer questions on: parking, room amenities (room service, cleaning, etc.), SW amenities, local perks

Answer questions on golf amenities and course

Answer questions from wedding guests and party

Online chat experiences

Wedding amenities

Fieldhouse/event spaces

Golf

Hotel

Dining

Answer any questions guests have after stay complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after event complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after dining complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after wedding complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after golf complete

Resolve outstanding issues

Request feedback

Phone center experiences

Wedding amenities

Fieldhouse/event spaces

Golf

Dining

Hotel

Answer any questions guests have after stay complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after event complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after dining complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after wedding complete

Resolve outstanding issues

Request feedback

Answer any questions guests have after golf complete

Resolve outstanding issues

Request feedback

Social media/text experiences

Fieldhouse/event spaces

Dining

Golf

Wedding amenities

Hotel

Respond to any comments, questions, concerns from current guests

Respond to any comments, questions, concerns from current guests

Respond to any comments, questions, concerns from current guests

Repeat business

Social media/text

Email

Wedding amenities

Wedding day questions/issue resolution

Requests from wedding party

Tone of voice, dress, demeanor

Golf

Pro center sales questions

Bar cart and caddy dress, tone of voice, response speed, demeanor

Pro shop dress, tone of voice, demeanor

Golf simulator experience

Fieldhouse/event spaces

Answer questions from event guests and party

Tone of voice, dress, demeanor

Customer service center: stay

Dining

Dining and bar service

Tone of voice, dress, demeanor

Background music

Hotel

Valet service

Door greeter

Answer questions from guests on SW amenities

Customer service center

Wedding amenities

Answer any questions guests have after wedding complete

Resolve outstanding issues

Request feedback

Share images

Billing

Golf

Answer any questions guests have after golf complete

Resolve outstanding issues

Request feedback

Fieldhouse/event spaces

Answer any questions guests have after event complete

Resolve outstanding issues

Request feedback

Billing

Continued contact to repeat business

Customer service center: post trip

Dining

Answer any questions guests have after dining complete

Resolve outstanding issues

Request feedback

Hotel

Answer any questions guests have after stay complete

Resolve outstanding issues

Request feedback

Continued contact to repeat business

Concierge

Staff

Concierge

Dining

Wedding

Golf

Fieldhouse/event spaces

Hotel

Concierge experiences

Golf

Fieldhouse/event spaces

Wedding amenities

Dining

Hotel

Take requests from wedding guests

Arrange transportation

Adjust spaces for upcoming guests

Answer general questions

Upgrade rooms

Adjust guests check in/check out times

Answer general questions: parkings, directions, room amenitiies, SW amenitities, etc.

Book tee times for guests

Answer general questions on golf rates, course description, etc.

Make reservations for guests

Answer questions on dietary needs

Answer questions on room service

Staff experiences

Fieldhouse/event spaces

Wedding amenities

Dining

Golf

Hotel

Answer questions from event guests and party

Tone of voice, dress

Valet service

Door greeter

Answer questions from dining guests

Tone of voice, dress

Answer questions from wedding guests and party

Tone of voice, dress

Bar cart and caddy dress, tone of voice, response speed

Pro shop dress, tone of voice

Hotel experiences

Way finding

Check in/check out

Room service

Parking

Dining

Dining experiences

PJ's, Muse, local restaurant

Live music at PJ's

Outside patio

Golf experiences

Golfing

Golf cart pickup

Bar cart

Pro shop

Golf simulator

Event/Fieldhouse experiences

Dining

Decor setup

Equipment setup

Critical

decision point

Wedding experiences

Bridal suite

Decoration and equipment

setup

Guest parking

Dining

Trip ends

Post-travel

Stay

No purchase

Experience research

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