In an industry as competitive as hospitality, creating a seamless guest journey is essential for accommodation providers.
NB: This is an article from Bookboost
Whether you are a small family hotel or a big hotel chain, you will benefit from communicating with your guests in a consistent way and via different channels. One of the main advantages of drawing a guest journey for your brand is that will be able to personalise the guest experience for your guests while driving even more satisfaction and fostering guest loyalty. All key aspects for revenue.
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If you haven’t designed a guest journey before, don’t worry. In this article, we will outline seven actionable steps to create a guest journey for the first time. From understanding your target audience to leveraging guest data, we’ll explore how to put together a guest journey that helps you to achieve the desired results.
Step 1: Understand Your Target Audience:
To create a successful guest journey, it’s vital to understand your target audience. One key piece to accomplish is a hotel CRM software that helps you to unravel your guest data and gain insights into guest preferences, demographics, and behaviour patterns. By analysing this data, you can effectively tailor your offerings to meet guest expectations.
Step 2: Define Guest Touchpoints:
Identifying guest touchpoints is crucial for designing a successful guest journey. From the initial booking stage to post-stay follow-ups, each touchpoint presents an opportunity to engage guests and leave a lasting impression. You can either use your CRM for hospitality to help you map out these touchpoints or you can do it on your own, using pen and paper. The important part is to define all the key messages you want to send and when. In this step, the focus is on identifying and understanding the specific touchpoints or interactions that occur between the guest and your hotel throughout the guest’s journey.
Step 3: Map Out the Guest Journey:
While in step 2 you would identify all the touchpoints necessary, in step 3 you will put them into a visual representation or a diagram that illustrates the different stages and touchpoints. This is essential to get a holistic view of all the interactions that will take place in the guest journey. And it will allow you to identify gaps, pain points and opportunities for enhancing the guest experience at each touchpoint.
