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Getting Guests to Stay [Loyal]

Best Practices Hospitality Brands Need to Know

When you provide “wow” experiences that delight guests and make them feel special, customer loyalty is born. The best way to achieve this is by viewing the guest experience as a journey. Now more than ever, it’s imperative that you think through the entire guest journey, how feedback is captured and used, and how your teams can influence and maximize guest experience in real time.

In this guide, we will showcase a holistic view of a guest journey. We’ll break it down into five critical parts: Research, Book, Prepare, Stay, and Post-Stay. Each is an important leg of the journey in its own right, but together they must consistently and cohesively create brand interactions that are seamless, differentiated, and exceptional.