Table of Contents

  1. 1
    • Introduction and Learning Objectives

  2. 2
    • Guest Communication in the Hotel Industry

    • Successful Guest Communication

  3. 3
    • The Customer Journey of a Hotel Guest

    • Pre-, During- and Post-Stay Touchpoints

    • Focus: During-Stay Phase

    • Deep Dive: The Customer Journey

  4. 4
    • With Whom Should You Communicate?

    • Why Should You Communicate?

    • How Should You Communicate?

    • Deep Dive: Optimized Guest Communication

  5. 5
    • 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

  6. 6
    • Digital Communication Is Here To Stay

    • The Digital During-Stay Phase

    • Digital Guest Communication Technologies

    • Deep Dive: Best Practices for the Digital Guest Directory

  7. 7
    • Checklist

  8. 8
    • Quiz: Guest Communication & Storytelling