In the world of hospitality, "Guest Journey" represents the comprehensive process that the guest goes through, from the first contact with the hotel, through the stay, until departure and post-stay.
For hoteliers, this trip represents an opportunity to make a positive impression on guests and, most importantly, maximize profits at every turn. However, omissions at key stages can often lead to missed opportunities for additional earnings.
Here are the most common mistakes in phases and how to avoid them.
1. Pre-stay: Attraction and reservation
At this stage, the key is to provide guests with a superior digital experience. Many hoteliers in Croatia still do not use the advantages of digital marketing and personalization of offers. Investing in SEO optimization and paid advertising can significantly increase the number of bookings.
Omission: Insufficient online visibility and poor customer support during the booking process.
Tips for hoteliers: Invest in technology for a simpler booking process and be sure to respond to guests' inquiries as quickly as possible.
2. Check-in: Reception of guests
The first impression a guest gets at the reception can determine his entire experience. Unfortunately, many hotels still use outdated check-in methods that involve long waits and unnecessary paperwork.
Omission: Inefficient application procedure that leaves a negative first impression and reduces the opportunity for additional services.
Tips for hoteliers: Implement mobile check-in and allow guests to pre-select additional services, such as a massage, dinner or room upgrade, via the app. In this way, you not only reduce the waiting time, but also increase the opportunities for additional income.