Beyond the Welcome: Crafting Memorable Guest Experiences Through the Five Senses S1E6

Have you ever wondered why some hospitality experiences stay with you long after checkout while others fade immediately? The secret lies not in what's being sold, but in how it makes you feel across all five senses.

Hospitality isn't a transaction—it's transformation. Whether you're running a luxury resort or a small B&B in Wisconsin, your real product isn't rooms, meals, or services, but memories that stick. The most successful brands understand this instinctively. Walk into a Wynn casino in Las Vegas and notice how the lighting flatters, the signature scent envelops you, the background music shifts perfectly between zones, and even the carpet beneath your feet communicates luxury with every step. This isn't accidental—it's meticulous sensory choreography designed to transform guests emotionally.

Each sense plays a crucial role in creating unforgettable experiences. Visual design goes beyond aesthetics to influence mood and behavior. Sound—from carefully curated playlists to strategic silence—can turn tables faster or help guests sleep better. Smell creates our strongest emotional memories, whether through fresh-baked bread or signature hotel scents. Taste opportunities extend beyond restaurants—welcome cocktails or check-in cookies forge flavor memories associated with your brand. Touch encompasses everything from linen quality to the ergonomics of your furniture. The most compelling aspect? Creating these sensory experiences doesn't require a Disney-sized budget—just intentionality and attention to detail. Even a rustic lodge in northern Minnesota created devoted repeat customers through a simple evening ritual combining woodsmoke, cardamom-infused hot chocolate, and a glowing stove.

If you're not designing for all five senses, you're leaving money, loyalty, and magic on the table. What do guests see, hear, smell, taste, and touch when they walk through your doors? If you don't like the answer, it's time to engage your customers' senses in ways their brains won't forget. Subscribe now for more insights on creating hospitality experiences that truly transform—and don't forget to share with your team!

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Episode Transcript

Speaker 1 (00:01):
Welcome to Housekeeping.
Didn't Come the podcast wherewe talk about hospitality,
leadership and the storiesbehind the scenes that make this
business a little crazy, alittle beautiful and completely
unforgettable?
I'm Rob Powell, your host, yourguide and the guy still waiting
for that mini shampoo.
Refill Today's topic creatingexperiences that engage all five

(00:23):
senses.
Creating experiences thatengage all five senses Yep, all
five, not four, not whateverfits the budget all five senses.
Hospitality is not a transaction, it's transformation.
You're not just selling a room,a meal or a ride.
You're selling a memory.
And if you want that memory tostick, you better light up every

(00:44):
sensory pathway on the map.
Think about the first time ifyou've ever done this walked
into a Wynn casino the Wynn andEncore in Las Vegas, two of my
favorites.
The lighting was fantastic, theair had a subtle signature
scent, the music was well mixeddepending on what zone you were
in, the slot machines had thislittle ding that you could hear

(01:07):
off in the background and thecarpets were plush enough to
feel like you're walking intosuccess.
You felt that way.
Or have you ever walked downMain Street at Disney?
You're hit with the smell ofpopcorn or vanilla cupcakes
piped in background music from abygone era, cast members in
crisp costumes smiling at justthe right pitch, all while the

(01:30):
bricks under your feet subtlyshift you from guest to child
again, these aren't accidents,they're design, intentional
sensory choreography.
Let's break down all five,starting with Sight.
Sure, we all know designmatters.
But sight isn't just pretty.
It's signage that soothes,lighting that flatters and color

(01:54):
schemes that make guests feelrelaxed or energized, depending
on the moment.
Sound Ambiance isn't backgroundnoise, it's everything.
Restaurants play certain musicto turn tables faster.
Hotels use white noise machinesto help guests sleep.
Even the lack of noise in aluxury spa, that's part of the

(02:14):
magic Smell, our most emotionalsense.
One whiff of fresh baked breadI can't talk today or lemongrass
infused towels, and you'vecreated emotional recall.
It's powerful, it's primal andit's cheap.
Taste, obviously in restaurants,sure, but even in lodging or

(02:35):
attractions.
Offer a welcome cocktail, apillow chocolate or, heck, even
warm cookies at check-in, andguests will remember you by
flavor Touch.
From linen thread count to thecurve of a chair arm, texture
speaks.
Think smooth bar tops, warmmugs, cozy throws, even the

(02:57):
handshake of a concierge, yes,that counts.
But, rob, I'm not Wynn, I'm notDisney.
I run a 35-room inn inWisconsin.
That's perfect.
Because here's the kicker youdon't need a billion-dollar
budget to engage the senses, youneed intentionality.
Put a cinnamon stick in yourmorning coffee service.

(03:18):
Swap out the standard hotelsoap for locally made lavender
bars.
Choose a playlist music thatreflects your region's vibe.
There's elegance and subtlety,there's magic and micro deals
and there's ROI and memory.
Let me tell you about a lodge innorthern Minnesota.
Rustic, nothing fancy, butevery night at 8 pm they lit a

(03:42):
wood-burning stove in the commonroom and served homemade hot
cocoa with cardamom.
The smell, pure comfort.
The taste Very unique.
The warmth of the stoveIrresistible.
Guests didn't just stay there,they returned year after year.
Why?
Because their senses rememberedbefore their brains did.

(04:03):
If you're in the hospitalitybusiness and you're not
designing for all five senses,you're leaving money, loyalty
and magic on the table.
So ask yourself what do guestssee, hear, smell, taste and
touch when they walk throughyour doors?
And if you don't like theanswer, get to work, because

(04:25):
housekeeping didn't come, butmemories sure did See what I did
there.
Thanks for listening, subscribe, share and, as always, stay
curious, stay kind and stay justa little bit unforgettable.
Catch you next time.