The guest experience in the hospitality industry according to Valérie

“The guest experience in the hospitality industry gathers all the stages of a stay that connect a property and its guest. There are many examples: whether by planning your stay and looking at the website, by booking online or by phone, by asking about activities or packages offered, by booking a spa treatment, by ordering a late-night snack and even by answering a post-stay survey.

During each stage, the guest who wishes to meet different needs will surely feel several emotions. Obviously, if these emotions are pleasant and positive, this will mean that the guest experience is probably successful! Also, the customer experience can be very different from one person to another, depending on the needs it wants to meet.

The hotelier’s role is to understand and know its guests in order to offer them products and services that meet their expectations…maybe even surpass it… so it could convince guests to repeat the experience!”

Our experts share their best advice

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