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