Top Take-Aways:

1. The Premium Experience Is a Feeling, Not a Feature

• It’s not about price or perks. Premium is how people feel in your presence.

• Every interaction is an opportunity to make someone feel seen, safe, and special.

• "They won’t remember the specs of the suite. They’ll remember how you made them feel."

2. Emotional Engagement Wins

• Guests buy emotion, not just entertainment or access.

• When you connect to what matters most—family, memory, meaning—you inspire loyalty and deepen impact.

• Ask: What experience are we helping them remember forever?

3. Storytelling Sells

• People remember stories, not data.

• Casey shared Discovery Land’s origin not by specs, but by mission: “Creating spaces where families reconnect.”

• Leverage this: Don’t just sell events—sell legacy, bonding, awe.

4. Overdelivery Doesn’t Cost Much—But It Means Everything

• From Father’s Day cards to custom comfort stations, it’s the unexpected touches that linger.

• “Magic happens when someone spends just a little more time than expected.” – Teller (via Elexa)

• Examples shared:

  • Recognizing names at the suite entrance

  • Having an affirmation card ready for every team member

  • Creating moments from memory: smells, music, gestures

5. You Have the Power—Tools, Not Titles

• Everyone, regardless of title, can shape the experience.

• Kindness, noticing, acting—these don’t need permission or a big budget.

• "Hospitality is universal. And it's all of our job."

6. Culture = What You Do When No One’s Watching

• The standard isn’t what’s written. It’s what’s modeled.

• Casey & Elexa pick up trash, dress up in costumes, and send handwritten notes—without being told.

• Ask: What do I want to be known for? What example am I setting?

7. Leadership Starts with Self-Awareness

• Casey opened up about responsibility: “I became a father at 20. That’s when I learned to care more about others than myself.”

• He now recognizes the need to care for himself in order to continue caring for others.

• Echoed in the affirmation cards: You can’t pour from an empty cup.

Most Memorable Quotes:

• “Most people don’t follow up—but you do.” – Elexa

• “Most people don’t think they can make a difference—but everyone can.” – Casey

• “Comfort stations don’t just serve snacks—they make kids excited to get to the next hole.” – Elexa

• “Every interaction is a chance to create awe.” – Bart

What You Can DO Next:

1. Identify Your “Comfort Station”: What small touch or surprise can you offer your guests?

2. Follow Up Meaningfully: Send a thank-you. Remember a name. Use nine keystrokes: T-H-A-N-K Y-O-U.

3. Lead by Doing: Pick up the wrapper. Smile first. Be the hummingbird. Others will follow.

4. Practice 7 Days of Kindness: One kind act a day increases happiness by 8%.

5. Ask Yourself Daily: “Am I doing my best?” and “How can I make someone feel something great today?”

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