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Creating Exceptional Experiences & Coordinating Community Strategies Presenter: Rebecca Williams Co-Founder of Dream Manor Inn

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Page 1: Creating Exceptional Experiences & Coordinating Community ...azrdc.org/wp-content/uploads/2018/08/...Creating Exceptional Experiences. From a single family residence to Established

Creating Exceptional Experiences &

Coordinating Community Strategies

Presenter: Rebecca Williams

Co-Founder of Dream Manor Inn

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Creating Exceptional Experiences

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From a single family residence toEstablished 1968

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Dream Manor InnPurchased in 2005-today

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• Began as 5 Room Bed & Breakfast in July of 2006

• Grew through the recession– In 2010 quit day job and hired son/chef

• Currently a 20 Room Boutique Resort– Created a wedding/Event business

• Future Plans?

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• National Geographic Traveler (November 2009)• Arizona Highways (February 2010)• Sunset Magazine (February 2012)• 2011 Gila County Small Business Success Award• 2016 Globe-Miami’s Business of the Year

Received every year it has been awarded since 2011

Arizona’s Award Winning, Beautiful & Affordable Wedding Venue

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How did we get there?

• Our Partnership

• Our Life Experience

• Our Community

• Our Awesome Staff/Vendors• Our Attention to detail• Our Fabulous Guests• It’s a “God” thing

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Macayo’s QSCC Philosophy

• Quality

• Service

• Cleanliness

• Congeniality

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Customer Expectations

=C• Quality

• Service

• Cleanliness

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DMI’s Mission Statement:

Provide sincere hospitality, exceptional customer service, and quality products in our beautiful surroundings, as memorable experiences are created for our guests.

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Deliver

Promise

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Ways to create A/B Experiences

• Website• Differentiators

– Amenities

• Never say “No”• Keep Selling• Management by walking around• Social Media

– Make Videos, Become an Expert

• Congeniality/Hospitality– Staff/Vendors– Get to know your customers

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Employees aka “The Team”• Rewarding and Encouraging “A” Behavior

– Become a cheerleader

– Allow other employees to recognize

• Creating a baseline-Job duties, job descriptions, check lists

• Holding employees accountable-Reviews

• Give your employees the tools they need

• Communicate-Team meetings

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Other A/B Strategies

• Loyalty Programs

– Rewards

– Gadgets

– Clubs

• Build Relationships

– Newsletters, blogs, social media

• Also gets you more money and recommendations

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Coordinating Community Strategies

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Some Strategies…

• Calendars/Events

• Messaging/Branding/Facebook

– Be an Ambassador

• A/B Experiences

– Ask for reviews

• From A/B customers

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Recommend A/B Experiences

• Keeps them spending money in town longer

• Builds Trust/Loyalty and Return Customers

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More Strategies

• Community is more than immediate area

– Rural by choice!

• Visitors Traveling Statewide

– Be an Ambassador and Recommend A/B Experiences

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Comments/Questions?

Presented by: Rebecca [email protected]