The mission of HMSHost is ‘Feeling Good on the Move’. This is their dream and it's very similar to that of Performance Solutions: Creating Raving Fans. Ever since 2009, HMSHost and Performance Solutions have been working to accomplish HMSHost’s mission by using the FISH! philosophy.
Performance Solutions facilitated a reverse thinking session with HMSHost, where the desired experience of HMSHost was defined as follows: Greet, Understand, Engage, Sell and Thank. The acronym of the desired perception is indeed... GUEST! The WHY of HMSHost which emerged from the reverse workshop was: 'Be my Guest'. The five pillars of the desired experience were all coupled to one of the pillars of FISH!.
This desired experience was translated into a context guide, which was used to train 60 HMSHost staff members to become trainers themselves, and teach 1200-1500 HMSHost employees to implement the desired experience.
We are Experience Engineers
At Performance Solutions we are experience engineers. We tune your engines and help you create exceptional experiences. We work to make people happy and go above and beyond what is expected of us. We love to hear what we can do for you.