Description
The guest experience is shaped by many small interactions rather than one particular moment.
This consultation looks at the journey from the guest’s point of view while also considering the operational processes behind it.
We will work through the main stages of the stay and look at where information, communication or everyday procedures may affect how straightforward the experience feels.
What We Look At
Booking
The information and communication guests receive when making a booking.
Before Arrival
How guests prepare for their stay and whether they have the information they need.
Arrival
The practical experience of getting to the property and completing the arrival process.
During the Stay
Routine communication, access to information and how common guest needs are handled.
Departure
The information and steps involved when the guest leaves.
Overall Journey
How the different stages connect and whether there are areas where the experience could be made more consistent.
What You Receive
- One-to-one consultation
- Review of the guest journey
- Discussion of key guest touchpoints
- Consideration of communication and arrival processes
- Review of relevant operational procedures
- Practical recommendations
- Written follow-up document
Who It Is For
This service is suitable for accommodation businesses that want to look at their operation from the guest’s perspective and understand how individual processes connect throughout the stay.
After the Consultation
A written follow-up will be provided with the main points discussed and practical recommendations based on the guest journey reviewed during the consultation.
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