🏨 Guest Journey Mapping – From Arrival to Departure (A1)

how to make every guest feel welcome and happy

💡 What It Means

Guest Journey Mapping means thinking about the guest’s whole experience at the hotel — from the moment they arrive until they leave.
It helps us give excellent service at every step.

1️⃣ Before Arrival

Guest books a room online, by phone, or by email.
They may ask questions about the hotel or transport.

Staff should:

Answer politely and quickly.
Give correct information.
Prepare the room for the guest.

Why: The first contact makes a guest feel welcome.

2️⃣ Arrival

Guest arrives at the hotel entrance.
Bell staff opens the door, smiles, and helps with luggage.

Staff should:

Greet the guest warmly.
Smile and say something like: “Welcome to our hotel!”
Offer help to get to the reception or room.

Why: Guests feel welcome immediately.

3️⃣ Check-In

Guest goes to the front desk.
They give ID and receive the key.

Staff should:

Smile and use the guest’s name if possible.
Explain hotel services: breakfast, Wi-Fi, swimming pool.
Make check-in fast and easy.

Why: First impressions are very important.

4️⃣ Room Experience

Guest goes to the room.
They check cleanliness, comfort, and small details.

Staff should:

Make sure the room is clean and ready.
Check air-con, lights, TV, shower work well.
Add small touches: water bottles, welcome card.

Why: Guests feel happy and comfortable.

5️⃣ During Stay

Guest may ask for help or information.

Staff should:

Smile and greet the guest in hallways: “Good morning!”
Help quickly when they ask for something.
Listen carefully and remember guest requests.

Why: Guests feel cared for and important.

6️⃣ Problems

Something may go wrong (room not ready, broken item).

Staff should:

Listen and say: “I am sorry.”
Fix the problem quickly.
Thank the guest for telling you.

Why: Guests remember how staff solve problems.

7️⃣ Check-Out

Guest leaves the hotel.

Staff should:

Ask: “Was your stay good?”
Thank them sincerely.
Help with luggage or transport.

Why: Last impression is very important.

8️⃣ After Departure

Guest goes home.
Hotel may send a message asking for feedback.

Staff should:

Remember guest preferences for next stay.
Encourage them to come back.

Why: Guests feel valued and may return.

⭐ Summary

Every step matters:

Smile, greet, and help guests.
Be fast, polite, and friendly.
Solve problems quickly.
Small details make guests happy.

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Detailed cheat sheet:

Guest Step	Staff Should
Before Arrival	1. Answer guest questions politely and quickly 2. Give correct information about hotel and transport 3. Confirm room booking details 4. Note special requests in the system 5. Prepare guest preferences (room type, bed) 6. Inform departments about VIPs or arrivals 7. Check the room is clean and ready
Arrival	1. Smile and greet the guest warmly 2. Open the door for the guest 3. Help with luggage 4. Escort the guest to reception or elevator 5. Offer a welcome drink or towel if possible 6. Use polite words: “Good morning / welcome!” 7. Make the guest feel safe and comfortable
Check-In	1. Use the guest’s name if possible 2. Explain hotel services: breakfast, Wi-Fi, pool 3. Explain hotel rules politely 4. Make check-in fast and easy 5. Offer help with luggage or directions 6. Answer guest questions clearly 7. Smile and maintain eye contact
Room Experience	1. Ensure the room is clean and ready 2. Check lights, air-con, TV, shower 3. Provide welcome items: water, card, toiletries 4. Make the room smell fresh 5. Check all equipment works properly 6. Note any special requests for future visits 7. Be ready to help if guest needs something
During Stay	1. Smile and greet guests in hallways 2. Ask: “How is your stay?” 3. Help quickly with requests 4. Listen carefully to guest needs 5. Remember guest preferences 6. Keep public areas clean and tidy 7. Respond politely to all questions
Problems / Complaints	1. Listen carefully 2. Apologize: “I am sorry” 3. Stay calm and polite 4. Solve the problem quickly 5. Keep the guest informed 6. Thank the guest for telling you 7. Follow up to check satisfaction
Check-Out	1. Smile and greet guest politely 2. Ask: “Was your stay good?” 3. Thank the guest sincerely 4. Help with luggage or transport 5. Offer assistance with payment 6. Invite them to return 7. Give directions if needed
After Departure	1. Remember guest preferences 2. Send polite thank-you messages 3. Invite feedback politely 4. Note VIP or repeat guest for next visit 5. Share guest feedback with team 6. Encourage guests to book again 7. Keep records for future service improvements

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A summary:

The guest journey starts before arrival.
Staff answer questions, check the booking, and get the room ready.
At arrival, staff smile, greet guests, and help with luggage.
During check-in, staff use the guest’s name, explain hotel services, and make it fast.
In the room, staff check it is clean and all works, and give small welcome items.
During the stay, staff greet guests, listen to needs, and help fast.
If there is a problem, staff say sorry and fix it.
At check-out, staff thank guests and help with luggage.
When the guest leaves, staff think about the guest and say thank you.

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A more detailed version:

1. Before Arrival

Before the guest comes to the hotel, staff must be ready. They check the booking and prepare the room. Staff answer guest questions politely by phone, email, or message. They note any special requests, for example, room type or bed. Staff tell other departments about the guest. They make sure the room is clean and ready. Staff prepare small welcome items if needed. Good preparation makes the guest happy and comfortable. The first impression starts before the guest arrives. When staff are ready, guests feel welcome from the start.

2. Arrival

When the guest comes to the hotel, staff greet them warmly. Bell staff smile, open doors, and help with luggage. They escort guests to reception or the elevator. Staff use polite words: “Welcome!” or “Good morning!” Staff give attention to the guest and make them feel safe. They help with questions about the hotel or city. Small actions like a smile or helping with bags are very important. Guests feel happy when staff are friendly. A good arrival makes the guest feel respected and welcomed. Staff must always be ready and polite.

3. Check-In

At check-in, staff welcome the guest with a smile. They use the guest’s name if possible. Staff ask for ID and confirm the booking. They explain hotel services like breakfast, Wi-Fi, and pool. Staff answer guest questions politely. They help with luggage or directions if needed. Check-in should be fast and easy. Staff must be friendly and calm. They must listen carefully and note any special requests. A good check-in makes guests feel happy and relaxed. Staff must always be polite and professional. The guest’s first experience inside the hotel is very important.

4. Room Experience

When the guest goes to the room, staff must make sure it is perfect. The room should be clean and tidy. Staff check that lights, air-con, TV, and shower work. They put small welcome items like water, a card, or toiletries. Staff make the room smell fresh. Everything must be ready before the guest arrives. Staff should note guest preferences for next visits. They must be ready to help if the guest needs something. A good room makes guests feel comfortable and happy. Small details are important for a great experience.

5. During Stay

During the stay, staff greet the guest in hallways: “Good morning!” or “How is your stay?” Staff listen carefully to guest needs. They help quickly when the guest asks. Staff must remember guest preferences and special requests. They keep public areas clean and tidy. Staff answer questions politely and clearly. They make the guest feel important and cared for. Staff must always smile and be friendly. During the stay, small actions make guests happy. Staff teamwork is important so the guest experience is excellent. Every day counts to make the guest feel welcome.

6. Problems / Complaints

Sometimes there are problems. A guest may find something broken or missing. Staff must listen carefully. They should say: “I am sorry.” Staff must stay calm and polite. They fix the problem as fast as possible. Staff must explain what they do to help. After solving, they check if the guest is happy. Staff thank the guest for telling them about the problem. Handling problems well makes the guest feel respected. Good service during problems shows professionalism. Staff must always stay friendly and help. Guests remember how staff solve problems more than anything.

7. Check-Out

When the guest leaves, staff greet them politely. They ask: “Was your stay good?” Staff thank the guest sincerely for staying at the hotel. They help with luggage and transport if needed. Staff check the payment and give receipts politely. They invite guests to come back. Staff smile and use the guest’s name if possible. They answer last questions clearly. A good check-out leaves a happy memory. Staff must be friendly and calm. Check-out is the last chance to show excellent service. Guests often remember this moment very well.

8. When the Guest Leaves

When the guest leaves, staff think about the guest. They check guest preferences for next visits. Staff can send polite thank-you messages or emails. They invite feedback politely. Staff note VIPs or repeat guests for the future. They share important information with the team. Remembering the guest helps the hotel improve service. Staff must always be professional and polite. Guests feel valued when staff care after they leave. Small actions after departure can make guests return. Good post-stay service helps the hotel build long-term happy guests.

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