guest journey

The new focus is maximizing revenue from every guest you’ve already won and running an operation that lets that revenue flow to the bottom line

If we follow the guest journey, stage by stage, it becomes clear just how much waste stands between the guest and their experience

The guest journey is not so linear or predictable anymore, and every stage presents both challenges and opportunities to deliver a great experience

The guest now occupies that driver’s seat. Competition for their attention and loyalty emerged from companies outside our industry, most notably the OTAs

We review the key areas and benefits of automation in the hotel industry and provide real examples of how hotels are solving common challenges

When done well, cross‑selling creates value for everyone: smoother, more personalized experience for the guest and stronger hotel performance

The funnel has shifted. Discovery comes before search, and social content has become the earliest and often most powerful touchpoint in the guest journey

Data silos are becoming an increasing problem for hoteliers operating in a world where hyper-personalization is the expectation

Optimizing in silos leads to profit leaks. The solution is to re-orient your entire commercial strategy around a single, unified process: the guest journey

Truly Guest-Centric Journeys begin with a perspective shift. We must have an understanding of the one thing that brought them to us: the destination