@drtimmyhall on improving the guest experience

taronga

Today I had the pleasure of presenting the results of a research project in which myself and Colin Sheringham assessed the guest experience at the Taronga Zoo’s Roar and Snore and made a number of recommendations which would allow the experience to move from a tick on the bucket list to an experience that is talked about for years to come.

After researching the offering of Roar and Snore and benchmarking through secondary research myself and Dr Sheringham participate in separate overnight stays at Roar and Snore on a family night and an adults only night.  One of our overarching observations from this experience is the rise in glamping and the need to benchmark again not only other glamping offerings but also against best practice from the hotel and restaurant industries.

It also raised interesting questions around the fact that an experience such as this can be successful (when measured against bookings and overwhelmingly positive reviews through social media) yet still have the opportunity to push the experience to an even higher level of exclusivity and overall experience.  Some interesting areas of measuring the success of experience which still require researching.

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R&S

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