Unit 6
Becoming a Guide
From reactive service to proactive advisory—anticipating needs, curating experiences, and building lasting relationships.
Overview
From reactive service to proactive advisory—anticipating needs, curating experiences, and building lasting relationships.
Modules in this Unit
- Anticipating & Advising - From order-taker to trusted advisor—learning to anticipate unexpressed needs and make recommendations that enhance experiences
- Local Knowledge Mastery - Becoming the destination expert—building genuine local knowledge and delivering vivid, personalized recommendations
- Curating Experiences - From suggestions to end-to-end experiences—thinking in journeys and presenting premium offerings ethically
- The Long Game - Building relationships that create loyalty—from single-stay transactions to lasting guest connections
Anticipating & Advising
From order-taker to trusted advisor—learning to anticipate unexpressed needs and make recommendations that enhance experiences
From Order-Taker to Guide
narration • 15 min
Reading Unexpressed Needs
narration • 15 min
The Preference Profiling Conversation
narration • 15 min
Reflection: Your Recommendation Style
reflection • 10 min
The Anatomy of a Great Recommendation
narration • 15 min
When NOT to Recommend
narration • 12 min
The Spectrum of Recommendations
narration • 15 min
Simulation: The Anniversary Couple
simulation • 20 min
Knowledge Check
quiz • 10 min
Local Knowledge Mastery
Becoming the destination expert—building genuine local knowledge and delivering vivid, personalized recommendations
The Mental Map
narration • 15 min
Curating Your Recommendations
narration • 15 min
Painting Pictures with Words
narration • 15 min
Reflection: Your Local Expertise
reflection • 10 min
Matching Recommendations to Guests
narration • 15 min
Hidden Gems
narration • 15 min
Exercise: Building Your Recommendation Repertoire
exercise • 15 min
Simulation: The 'What Should We Do?' Family
simulation • 20 min
Knowledge Check
quiz • 10 min
Curating Experiences
From suggestions to end-to-end experiences—thinking in journeys and presenting premium offerings ethically
The Experience Mindset
narration • 15 min
Reading Premium Signals
narration • 15 min
Why Premium Matters
narration • 15 min
Presenting Premium Options
narration • 15 min
Reflection: Your Relationship with Premium
reflection • 10 min
Crafting Multi-Day Experiences
narration • 15 min
The Safari Example: High-Touch Experience Selling
narration • 15 min
Simulation: The Safari Consideration
simulation • 20 min
Knowledge Check
quiz • 10 min
The Long Game
Building relationships that create loyalty—from single-stay transactions to lasting guest connections
Transaction vs. Relationship
narration • 15 min
Creating 'Telling Moments'
narration • 15 min
Memory Architecture
narration • 15 min
Reflection: Moments You've Created
reflection • 10 min
The Follow-Up Philosophy
narration • 15 min
Handling Different Guest Types Over Time
narration • 15 min
When Recommendations Don't Land
narration • 15 min
Simulation: The Returning Guest
simulation • 20 min
Module Integration & Unit Completion
quiz • 15 min