Guest Journey Mapping: Understanding and Enhancing the Customer Experience
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Guest Journey Mapping: Understanding and Enhancing the Customer Experience


Actions like booking reservations, checking in and out, and ordering room service look entirely different from the different perspectives of staff and guests. Guest journey mapping is a technique used to bridge this gap and understand customer satisfaction in much greater detail.  

Instructor: Manish Gupta & Sanjeev NayarLanguage: English

About the course

The difference between passable and great hotels isn’t necessarily any one particular thing. Customer service, ambiance, cleanliness, and so on are all important, but none is going to make a hospitality business successful all by itself. Guest journey mapping is all about charting the entire customer experience as a whole.

What Is Involved in Guest Journey Mapping?

The first step towards understanding how customers feel about the time they spent in your establishment (in other words, how likely they’ll be to refer their friends to you or return themselves) is to place yourself in the customer’s shoes.


In guest journey mapping, a hospitality business’s performance is evaluated in chronological order during each of the following stages:

  1. Discovery
  2. Booking or Inquiry
  3. Service Delivery 
  4. Checkout and Billing
  5. Post-Departure


Crucially, every “touch point”, meaning every occasion when a guest interacts with the hotel’s staff or amenities, is evaluated and possible improvements determined.

What This Course Will Teach You:

Guest journey mapping is particularly important in the hospitality industry, but the same principles can be applied in any customer-facing business: retail, technical support, sales, and general services. The lessons you learn here will continue to serve you well for years to come.


In approximately two hours, you will learn more about:

  • The process of drawing up a guest journey map.
  • The link between hotel policies and procedures, and the customer experience.
  • Identifying sticking points and disconnects in the customer journey.
  • Improving the guest journey through better customer engagement.

A guest’s experience can be spoiled by just one weak link in the chain of interactions comprising a hotel stay. Mapping their typical journey shows you a holistic view in a clear yet detailed format, allowing you to improve everything from advertising strategies to administrative procedures


Meet Manish Gupta

Energetic, ambitious and Result-oriented professional, offering +15 years of extensive experience in Hotel Management, supporting hotel operations, Finance, Audit, Risk management, marketing and Customer experience.

Manish has hands-on experience in Hospitality finance, Financial Planning and Analysis, Managing Hotel operations (quality, marketing, peoples management and bringing change)

What do we offer

Live learning

Learn live with top educators, chat with teachers and other attendees, and get your doubts cleared.

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Community & Networking

Interact and network with like-minded folks from various backgrounds in exclusive chat groups.

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Practice tests

With the quizzes and live tests practice what you learned, and track your class performance.

Get certified

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