Everything in hoteliering is dynamic. The practices of yesterday are no longer relevant today.
Back in the past, accommodation businesses wouldn’t bother to dig deeper and gain insights into their potential guests’ preferences. But not anymore.
Over the last decade, hotels are inclining toward data-driven and psychological approaches.
One such aspect of hoteliering is “understanding the guest journey”. And in this piece of article, I am getting down to the brass tacks and help you have clarity around this subject.
What is Guest Journey?
A guest journey can be defined as a collection of events that starts and goes beyond the physical walls of the hotel.
Typically, these events are considered only when there’s an interaction between the guest and the hotel. However, that is not true anymore. A guest’s journey starts way before someone tries to reach out to the hotel.