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What are the Six Experience Pillars?

The Six Experience Pillars are OXO's signature hospitality model designed to ensure every guest interaction reflects our brand values and delivers a consistent, elevated experience across all properties. It serves as the operational and cultural backbone of how we design, train, and deliver hospitality.

The framework is built on six core pillars:

• Design – Creating inspiring, thoughtfully crafted spaces that reflect intentional aesthetics and functionality
• Food – Delivering exceptional culinary experiences that celebrate local flavors and quality ingredients
• Wellness – Providing holistic wellness offerings that nurture mind, body, and spirit
• Adventure – Curating unique, memorable experiences that connect guests with exploration and discovery
• Impact – Embedding sustainability, community engagement, and positive social impact into everything we do
• Music – Integrating music and cultural programming that creates atmosphere and emotional connection

Why These Pillars Matters in 2026

As we scale rapidly—onboarding multiple new properties and expanding our portfolio—consistency and quality become our biggest risk. Without a unified experience framework, each property risks operating in silos, diluting the OXO brand and guest trust.

This OKR ensures that:

• Every property—whether new or existing—delivers the same OXO standard across all six pillars
• Our teams are trained, confident, and aligned on what great hospitality looks like
• Guests receive a predictable, high-quality experience no matter which OXO property they choose
• We build a reputation for excellence that drives loyalty, referrals, and premium pricing power

How We'll Deliver It

KR1: 100% Implementation means every property—existing and newly onboarded—will have the Six Experience Pillars embedded into their operations, SOPs, training materials, and daily routines. This isn't optional; it's the standard.

KR2: 4.6/5 Guest Satisfaction is our measurable output. We're not just rolling out a framework—we're holding ourselves accountable to guest perception across all touchpoints (booking, check-in, stay, check-out, post-stay).

KR3: 100% Team Certification ensures every frontline staff member and manager is trained and certified in the OXO Experience model before a property opens or within Q1 for existing properties. This guarantees cultural alignment and operational readiness.

In Conclusion

This OKR is about operationalizing our brand promise. It's how we move from being a collection of properties to becoming a hospitality brand people trust and remember. In 2026, we don't just manage properties—we deliver experiences across Design, Food, Wellness, Adventure, Impact, and Music.