Guest Journey Mapping is the process of outlining all the steps a guest takes before, during, and after their stay. It identifies all touchpoints — from booking and check-in to feedback after guests have stayed — to understand how guests interact with the hotel and how their experience can be improved.
Guest Journey Mapping is the process of outlining all the steps a guest takes before, during, and after their stay. It identifies all touchpoints — from booking and check-in to feedback after guests have stayed — to understand how guests interact with the hotel and how their experience can be improved.
Guest journey mapping helps staff in hotels understand what guests need so they can provide the best service. By analysing each step, managers can identify service gaps, improve guest communication, and discover new opportunities for upselling.
For example, using data to understand how customers interact with the website can show where there are problems or where it might be possible to encourage them to upgrade their rooms. It works with a Property Management System (PMS) or a guest communication platform like Viqal, so every team member can see what the guests want right away.
A detailed guest journey map helps hotels go from just doing what they can to doing what they should, making sure that staff and guests are on the same page.
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It shows how guests use the hotel's services and identifies problems and ways to improve the experience.
It helps make sure the service is always consistent, makes customers happier, and brings in more revenue by interacting with them in a way that's just right for them.
PMS, CRM, and guest communication tools like Viqal or chat-based systems provide the data and automation needed to support accurate mapping.
Pre-booking, booking, pre-arrival, arrival, stay, check-out, and post-stay feedback are the main stages analysed.
By automating data collection and feedback, integrating guest touchpoints into a single platform, and identifying trends in real time.
Yes. It helps identify upselling and cross-selling opportunities at each stage of the guest journey, improving both revenue and satisfaction.
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