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Group: Hotel Professionals Worldwide Discussion: Experience: The Great Play Of The New Hospitality - By Osvaldo Torres Cruz :: Hotel News Resource I have never heard of a guest experience in that way before, it is definitely good food for thought. I heard a saying a long time ago that popped in my head when I was reading this: "Sales is the transfer of a feeling." With all of the emotions and positive holisitic experience being discussed and being provided by the Experience Manager who is merely acting his role.... well, it sounds like the goal is to transfer a feeling- Sales!! Posted by