The Guest Journey

Designing Customer Experience Across the Entire Hotel Journey

Albert Barra

A hotel-management book about designing Customer Experience across the complete customer lifecycle: inspiration, booking, pre-stay, arrival, stay, departure, memory and return.

382 pagesPDF digital editionEnglishPersonal licence

Digital edition (PDF)Individual licence

18,00 €

WHY THIS BOOK

One hotel. One relationship. One complete journey.

A hotel-management book about designing Customer Experience across the complete customer lifecycle: inspiration, booking, pre-stay, arrival, stay, departure, memory and return.

WHAT YOU WILL TAKE AWAY

Practical ideas you can use.

✓ End-to-end Customer Journey and Customer Experience
✓ Friction, Moments That Matter and service recovery
✓ Customer 360, personalization, AI and automation
✓ Measurement and Experience Orchestration
✓ 100 chapters from a hotel-management perspective

WHO IT IS FOR

Written for people who make hotels work.

✓ General Managers and hotel executives
✓ Owners and operators
✓ Customer Experience and operations leaders
✓ Commercial, CRM and digital teams
✓ Hospitality students, educators and consultants

DIGITAL EDITION