Table of Contents

    1. Introduction and Learning Objectives

    1. Guest Communication in the Hotel Industry

    2. Successful Guest Communication

    1. The Customer Journey of a Hotel Guest

    2. Pre-, During- and Post-Stay Touchpoints

    3. Focus: During-Stay Phase

    4. Deep Dive: The Customer Journey

    1. With Whom Should You Communicate?

    2. Why Should You Communicate?

    3. How Should You Communicate?

    4. Deep Dive: Optimized Guest Communication

    1. Storytelling for the Website & for Social Media — Introduction

    2. Storytelling for the Website & for Social Media — Part 1

    3. Storytelling for the Website & for Social Media — Part 2

    1. Digital Communication Is Here To Stay

    2. The Digital During-Stay Phase

    3. Digital Guest Communication Technologies

    4. Deep Dive: Best Practices for the Digital Guest Directory

About this course

  • Free
  • 20 lessons
  • 0.5 hours of video content