What is Guest Experience?

Relationships are important in the residential support sector. People are often at one of the most vulnerable points of their lives, and as a result things staff say and do can impact them greatly.

One of the things to remember is that a guest will, primarily, identify staff as being a representative of the organization they work for. So, if different staff give different advice about rules or other aspects of their stay, conflict can arise.

The experience guests have begins when they first hear of your service and decide to call, to when their stay is over, and any follow up is completed. So, guests bring with them ideas about what their stay will be like. Deviations from this expectation can lead to conflict.

Another source of conflict in most residential support settings is interpersonal, between guests. In these cases, there are still things staff can do.