Guest journey mapping & optimization
The seamless experience: mapping your guest’s journey.
In luxury hospitality, a guest’s experience begins long before they arrive and continues long after they leave. It’s a complete journey, with countless touchpoints that shape their perception of your brand.
Our Guest Journey Mapping service provides a comprehensive, end-to-end analysis of every interaction a guest has with your hotel. We identify friction points, uncover missed opportunities, and help you create a flawless, memorable experience from the first click to the final farewell.
Phase-by-phase analysis
We break down the guest journey into key phases: pre-arrival (online research, booking), arrival (check-in, first impressions), in-stay (amenities, dining, service requests), departure (check-out, billing), and post-stay (reviews, loyalty programs).
Touchpoint audit
For each phase, we meticulously audit every touchpoint—the website, the phone booking process, the welcome email, the front desk interaction, cleaning – safety and health issues, in-room technology, and even the thank you note. We identify what’s working and what isn’t.
Strategic recommendations
We compile our findings into a visual map of the entire journey. This map clearly highlights the moments of truth and provides a prioritized list of actions to optimize each step, ensuring a consistently exceptional experience.
Creating a flawless guest journey is a strategic investment in building a legendary brand. By making every interaction seamless, your hotel can gain a competitive edge that no other property can match.
This attention to detail not only boosts guest loyalty, transforming one-time visitors into repeat guests, but also helps you achieve operational excellence by identifying and fixing hidden inefficiencies that may frustrate both your guests and your staff.
BUDGET: tailored solutions for every hotel!
Upscale hotels min budget
€ 5.000
Boutique hotels min budget
€ 5.000
Luxury hotels min budget
€ 5.000