Course Modules

Module 1: Introduction to Guest Journey Design

• The importance of guest journey mapping
• Understanding guest expectations at each stage
• Linking guest journeys with brand promise
• Case Study: Guest journey mapping in a luxury hotel

Module 2: Pre-Arrival and Arrival Experience

• Anticipating guest needs before arrival
• Role of reservations, confirmations, and welcome gestures
• Creating a seamless check-in process
• Case Study: Personalized pre-arrival experiences in boutique hotels

Module 3: In-Stay Guest Engagement

• Enhancing the guest’s on-site experience
• Creating “wow” moments during the stay
• Managing guest emotions through service delivery
• Case Study: Disney’s in-park guest engagement strategy

Module 4: Departure and Post-Stay Follow-Up

• Crafting a positive check-out experience
• Ensuring lasting impressions with farewell gestures
• Using post-stay follow-up for loyalty building
• Case Study: Hotel loyalty programs enhancing guest retention

Module 5: Digital Tools in Guest Journey Design

• Role of technology in enhancing guest journeys
• CRM systems and guest personalization
• Leveraging AI and data analytics for service improvement
• Case Study: Use of digital guest journey apps in international hotel chains