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The Guest Experience Map®, led by Jesse Desjardins, is a community and set of tools and resources for leading innovators in hotels and unique experiences. If you’re looking to design, deliver and capture more value in your business then The Guest Experience Map® is specifically for you.


Work with us to:

  • Master The Guest Experience Map® tools

  • Design breakthrough differentiation in your guest experience

  • Brainstorm, test and prototype new ideas for guest experiences

  • Create innovative business models

  • Turn abstract and unclear ideas and discussions into ones with a clear message and a clear direction

  • Create a culture of innovation

We currently work with only a handful of innovators. For potential clients, we will first schedule a 10-min ‘triage’ call, in which we will ask you a series of questions to determine if we’re a good match for your needs. Two things can happen in this call: 1), if we determine we’re NOT a good fit, we’ll politely let you know and, if we’re able to, point you in the right direction, since we have an extensive network of professionals we can refer you to. 2) If we feel we are a good fit, we’ll then schedule a longer strategy call to map out a plan. No pressure, no hassle. We’re cool either way.

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"The audience not only walked away feeling inspired, but were given the tools and confidence to start implementing their own breakthroughs right away. The GEM is truly an innovative approach that is very much needed in our industry today.  "

— Felicia Mariani, CEO Victoria Tourism Industry Council (VTIC)

We frequently give keynote presentations on guest experience. We are based in Asia and Australia, and travel globally. We pride ourselves on our keynote presentations because they bring to life the hospitality concepts we are passionate about and the tools we’ve created to help the industry elevate the guest experience.

Keynote topics include:


Creating Moments Your Guests Love

A presentation that has the audience actively designing and creating memorable and meaningful moments for guests during the presentation. By mastering the GEM cards (one of our most popular tools) the audience walks away with a practical toolkit they can use to drive innovation in their business.

The 10 Profit Activators

A deep dive into the Guest Experience Map and how to use our 10 profit activators. This keynote is customised and based on your specific industry segment. It includes examples from within your segment, as well as examples elsewhere that you and your team can learn from.
What makes a great social and PR experience

In this presentation we share with the audience our successes in designing experiences that guests want to share through their own social media channels.

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The Guest Experience Masterclass

Learn the skills, tools, language and process necessary to:

  • Create scalable and repeatable results with our GEM tools.

  • Sketch out your existing experiences and brainstorm new offerings.

  • Develop a clear understanding of your guest segments, what they love and what they hate.

  • Assess your value proposition and business model against competition to help you achieve breakthrough differentiation.

  • Reduce the risk of failure through systematic prototyping and testing.

  • Play to your strengths and design peak moments for maximum impact.

  • Brainstorm new ideas for your experience with concepts, prompts and constraints.

  • Create a shared language among your team.

  • Turn unclear discussions into  clear direction.

In this full-day, hands-on workshop, you’ll master the powerful tools we’ve created to help you fuel growth, create a competitive advantage or reinvent your guests’ travel experience.

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