The art of hospitality drives the activity of every hotelier and represents the essence of the hospitality sector. Your guests certainly appreciate the cuisine of your restaurant, they love the refined services and refined rooms, but what they really cherish for a long time is the memory of how at ease they felt in the hotel. And before staying, since welcoming implies understanding the traveler's needs, communicating in the way most suited to him on the various channels and preparing the stay experience in the best possible way. In other words, creating the new guest's journey in the facility is a fundamental process, manageable in seven steps, as illustrated by eHotelier .
- Understand your target Oman Telegram Number Data audience One of the main benefits of designing a guest journey is the ability to personalize the guest experience, thereby increasing satisfaction and fostering loyalty. To create a successful guest journey, it is vital to understand your target audience. How to do it? A key element, especially in medium-large structures, is the adoption of hotel CRM software that helps reveal guest data and obtain information on their preferences and behaviors. By analyzing this data, you can effectively tailor your offerings to meet guest expectations. A tool that we recommend in this phase - and not only - is Marketing Automation by Zucchetti , a complete cloud platform for the digital marketing and online business activities of a hotel company.
Thanks to this solution you will be able to optimally manage customer and target market data from different sources and automate activities for an omnichannel customer experience. 2. Define touchpoints Identifying guest touchpoints is crucial to designing a successful guest journey. From the booking stage to post-stay follow-up, every touchpoint is an opportunity to engage guests and leave a lasting impression on them. Let your CRM support you in mapping these contact points: the important thing is to define all the key messages you want to send and the ideal moment to do so within the customer journey. 3. Map the guest journey Once the contact points have been defined, it is necessary to combine them with the phases in which you will communicate with the guest, in order to obtain a complete vision of all the interactions that will take place within the journey.