Mark Shaw is the General Manager of Eureka 89, Eureka Skydeck, and Journey Beyond Cruise Sydney. Journey Beyond focuses on bringing Australia’s unique and iconic experiences to life, with an aim to take their guests beyond, to ignite their imagination and to transform amazing into breathtaking. Across each of Journey Beyond’s wide variety of experiences, Mark shares the importance of creating a seamless, frictionless experience that leaves guests with the highest levels of satisfaction. In this interview, Mark shares many key elements of his guest experience philosophy, from the importance of hiring the right people for the right job, empowering frontline staff members to do whatever it takes to create a memorable experience, and why the guest experience must be a core component of your business strategy in order to achieve success. Additionally, Mark shares the importance of collecting multiple streams of guest feedback, focusing both on Net Promoter Score (NPS) and verbatim feedback from online reviews, and even comparing review rankings with comparable attractions across the world.