Sound – the forgotten sense and how we can improve the guest experience

by Nancy Arsenault on December 16, 2009

How do you use sound to create the desired experience for your guests?

A few ideas:

  • Ensure soundscape is congruent with the atmosphere you are trying to create.
  • Use sound to add value to your experience.
  • Mitigate against undesirable sounds, insulate walls and close doors when sounds may be a distraction.
  • When guest support services have to be noisy, plan these activities for times when they will not interfere with the guest experience.
  • Talk to your clients about their appreciation for the sounds you provide.
  • Attract birds

I found the video below created a very strong physical response and not in a good way.  If I’m reacting just listening to this, imagine how your guests would feel if the soundscape detracts from the visitor experience you are trying to create.

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Tagged as: audio, sounds

  • Senses Matter! We just returned from a trip to Ecuador. After spending close to a week in the nature of the rainforest we returned to Quito and walked about the streets near our hotel to find a place to dine.
    First stop, the music was too loud, but after discussing it at our table, the server turned the stereo off. Unfortunately, before we ordered our food, another staff member turned the stereo back on -with a high pitched wail coming from the speakers, we were on our feet and out the door.
    Next stop: Upon sitting, the strong smells of the cleanser used to clean the table was very offsetting. Again, the music too loud. A quick flip of the menu and we were off again.
    Next stop: The windows on the restaurant were open to a busy street with buses and passing cars, horns (South Americans are artists at using their car horns for every message including - Pedestrian get out of the street, I'm coming and I'm speeding up!) Again, seated, but out before we were served.
    Our Heaven: Stumbling into the Magic Bean - Quito we were embraced by the soft ambience of relaxing music and guided to a small quiet room where we enjoyed the best meal of our trip.

    Sometimes it's insulating against senses that will distract your guest from having the experience they are looking for. What guest distractions are you on the look out for?
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