Guest Communication & Storytelling
Successful communication reaches guests where they are. Learn to strengthen guest loyalty, boost outlet use, save labor efforts, and avoid common mistakes with strategic work and practical tools.
Introduction and Learning Objectives
Guest Communication in the Hotel Industry
Successful Guest Communication
The Customer Journey of a Hotel Guest
Pre-, During- and Post-Stay Touchpoints
Focus: During-Stay Phase
Deep Dive: The Customer Journey
With Whom Should You Communicate?
Why Should You Communicate?
How Should You Communicate?
Deep Dive: Optimized Guest Communication
Storytelling for the Website & for Social Media — Introduction
Storytelling for the Website & for Social Media — Part 1
Storytelling for the Website & for Social Media — Part 2
Digital Communication Is Here To Stay
The Digital During-Stay Phase
Digital Guest Communication Technologies
Deep Dive: Best Practices for the Digital Guest Directory
Quiz: Guest Communication & Storytelling