One company that is frequently mentioned as a best practice example for great customer experiences is the Hard Rock Hotels and Cafes Chain. In order to design remarkable customer experiences the metaphor of staging service experiences is commonly used. The story about John Resnick, the vibe manager at the Hard Rock Hotel in San Diego, is a perfect example of a company that focuses on staging remarkable experiences.

Q: Let’s start at the beginning: What, exactly, is a vibe manager?

A: The hardest part about my job is describing what I do — and I get asked about it all the time. My job is to create experiences for our guests both musical and cultural that really keep them begging for more, so they know they’re at a Hard Rock [and] not a Holiday Inn. I’m in charge of all the music at the hotel. Literally all the playlists that we make, the thousands of songs in our music library, the energy level in the hotel, and a whole sense of music, from the lobby to the spa to Mary Jane’s [café] to the gym. I can also offer DJ lessons. If a group comes in for their annual meeting, it can be a popular thing [to see] the CEO spinning tables. That’s a meeting that you never forget. [My job] all comes down to the experience.

Read the full article in the Wall Street Journal.

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