Guest Journey
Guest Journey refers to the complete experience a guest has with a hotel, from their first contact through booking, arrival, stay, and departure. It's like a detailed map of every interaction a guest has with the hotel. This concept helps hotel staff understand and improve how guests experience their services at each step. Similar terms include "customer experience journey" or "guest experience mapping." Hotels use this approach to make sure every touch point with guests is positive and memorable, from the moment they check the hotel website to when they leave reviews after their stay.
Examples in Resumes
Redesigned the Guest Journey process resulting in 30% increase in positive reviews
Trained staff on Guest Journey mapping to improve service quality
Implemented new Guest Journey touchpoints to enhance customer satisfaction
Analyzed Guest Experience Journey data to identify improvement areas
Typical job title: "Guest Experience Managers"
Also try searching for:
Where to Find Guest Experience Managers
Professional Associations
Online Communities
Job Resources
Example Interview Questions
Senior Level Questions
Q: How would you redesign a hotel's guest journey to improve guest satisfaction scores?
Expected Answer: A strong answer should include conducting guest surveys, analyzing feedback data, identifying pain points, creating implementation plans, and measuring success through metrics like guest satisfaction scores and repeat booking rates.
Q: Describe a time when you successfully improved a problematic area in the guest journey.
Expected Answer: Look for examples of identifying issues, developing solutions, implementing changes, and measuring results. Should demonstrate leadership and project management skills.
Mid Level Questions
Q: What are the key touchpoints in a typical guest journey?
Expected Answer: Should mention pre-arrival communication, booking process, check-in, room experience, dining, amenities, services, check-out, and post-stay follow-up.
Q: How do you handle guest feedback and use it to improve the guest journey?
Expected Answer: Should discuss collecting feedback through various channels, analyzing patterns, implementing improvements, and following up with guests.
Junior Level Questions
Q: What makes a positive guest check-in experience?
Expected Answer: Should mention efficiency, friendliness, attention to guest preferences, clear communication, and anticipating guest needs.
Q: How do you handle a guest complaint during their stay?
Expected Answer: Should demonstrate understanding of active listening, empathy, problem-solving, and following up to ensure guest satisfaction.
Experience Level Indicators
Junior (0-2 years)
- Basic guest service skills
- Understanding of hotel operations
- Complaint handling
- Front desk procedures
Mid (2-5 years)
- Guest feedback analysis
- Service recovery procedures
- Staff training and supervision
- Process improvement implementation
Senior (5+ years)
- Strategic experience design
- Department coordination
- Revenue impact analysis
- Change management
Red Flags to Watch For
- No direct guest interaction experience
- Poor communication skills
- Lack of problem-solving examples
- No understanding of hospitality standards
- Unable to demonstrate empathy or customer service orientation
Related Terms
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