The hotel guest journey encompasses the entirety of the guest experience, from initial pre-stay engagement with your hotel all the way to post-stay communication. The cumulative effect of everything you do across all engagement points (digital and physical) ultimately determines whether someone will become your loyal guest.
This is why you need to focus on continuously providing value to your guests and finding ways to better serve their needs and deliver on their preferences.
Digital touchpoints powered with the right hotel technology make this a whole lot easier. Now you can respond to your guests' needs better than ever before and use data, insights, and AI technology to deliver the right message to the right guest at the right moment across their journey with your property.
Platforms like LasoExperience provide exactly this capability – focus on helping the guest maximize their stay while providing just the right amount of information and in the context of their stay.
Now, let’s look at how you can leverage guest experience technology to power numerous direct guest touchpoints, from booking to post-stay, to increase guest satisfaction and boost ancillary revenue for your hotel.
The pre-arrival period gives you a unique opportunity to proactively engage with your guests early on. Before your guests set foot through your door, you should focus on sharing valuable information and offers that will enrich their experience.
So, what are your key guest touchpoints at this stage?
Guest experience platforms like LasoExperience help you connect with guests from the moment they book their room. It's all about building trust early in the relationship by showing them you care about making their experience the best it can be.
When they’re all settled in, your guests will be more open to explore hotel offers that can enhance their stay. Ideally, you’ll deliver personalized information based on their booking data, or any recent activities/requests. Here’s a few touchpoints that you can leverage to improve guest experience and your ancillary services revenue.
After the guests have left, you want to learn about their experience while it's still fresh in their minds. This is an often overlooked hotel-guest touchpoint since most properties still work with outdated paper questionnaires that they hand out to guests at check-out. LasoExperience gives you a more guest-friendly, convenient way to collect guest feedback.
Collecting timely feedback helps you learn from your guests’ experiences so you can continually improve your service delivery and ensure that more of your guests leave happy and satisfied.
All of the touchpoints we covered are opportunities to activate your guests, leading to increase in revenues and higher guest satisfaction. With the LasoExperience platform these touchpoints are scheduled precisely and our system chooses the best channel to send the message and activate the guest.
Learn how LasoExperience can help you both personalize the guests’ stay and drive ancillary revenue opportunities at every touch point → lasoexperience.com