The Business Problem
Revenue Opportunities Don't Exist in Isolation.
A guest's experience is shaped by multiple interactions.
An upgrade may be missed before arrival.
Breakfast may never be offered.
A hotel bar may go unnoticed.
A returning guest may receive no relevant follow-up.
These touchpoints can influence both the guest experience and commercial performance.
What We Analyze
1. Discovery
How potential guests discover and evaluate the business.
Focus: Information clarity, service visibility, and value communication.
2. Booking
How guests compare options and complete reservations.
Focus: Room comparisons, pricing clarity, booking friction, and relevant add-ons.
3. Pre-Arrival
How guests prepare for their visit.
Focus: Arrival information, breakfast, parking, upgrades, and relevant services.
4. Arrival & Check-In
How guests experience their first direct interactions.
Focus: Reception communication, service recommendations, and arrival experience.
5. During the Stay
How guests discover and use available facilities and services.
Focus: Restaurant, bar, spa, activities, in-room services, and guest information.
6. Check-Out
How guests complete their stay.
Focus: Feedback, service recovery, and future booking information.
7. Post-Stay
How guests evaluate the experience and decide whether to return.
Focus: Follow-up communication, retention, repeat booking, and relevant offers.
Interactive Guest Journey Map
Discovery → Booking → Pre-Arrival → Check-In → Stay → Check-Out → Post-Stay
Guest objective
Relevant touchpoints
Potential friction
Possible opportunities
Relevant KPIs
Practical Example
Scenario: Breakfast Revenue Opportunity
A hotel has many room-only reservations.
Potential issues:
Breakfast benefits are poorly explained.
Guests receive information too late.
Pre-arrival messages do not mention breakfast.
The breakfast offer is difficult to find.
Potential Interventions
Improve booking-stage information.
Test pre-arrival breakfast communication.
Review check-in recommendations.
Improve breakfast visibility during the stay.
Measurement:
Breakfast attachment rate
Breakfast revenue per occupied room
Contribution margin
Guest satisfaction
This is an illustrative scenario.
Our Process
Map the existing guest journey.
Observe customer touchpoints.
Diagnose potential friction.
Prioritize improvements.
Support testing and measurement.
What You Receive
Guest Journey Map
Behavioral Touchpoint Assessment
Revenue Opportunity Map
Service Friction Analysis
Prioritized Improvement Matrix
Communication Recommendations
Implementation Roadmap
KPI Framework
KPIs
Revenue per guest
Ancillary revenue per occupied room
Breakfast attachment rate
Upgrade conversion
Direct booking conversion
Repeat booking rate
Guest satisfaction
FAQ
How is this different from a traditional guest experience audit?
It considers both customer experience and the commercial implications of relevant interactions.
Is an on-site visit necessary?
Some elements can be assessed remotely. Direct observation may require an on-site visit.
Can implementation support be included?
Yes, depending on the agreed project scope and capabilities.
