Consent Preferences

Enhancing Lifetime Guest Value through Customer Experience: Harnessing the Voice of the Guest in the Hospitality Industry

GuestInsight Research Team
May 3, 2023
5 minute read
Share this post

In the highly competitive hospitality industry, understanding and optimizing guest experience is crucial for success. For example, providing exceptional experiences for guests is no longer just about offering luxurious accommodations and fine dining options; it's about gaining a deeper understanding of guest needs, preferences, and experiences. In this blog post, we will explore how hospitality professionals can leverage guest feedback and guest journey mapping to capture the voice of the guest and, in turn, increase lifetime guest value.

The Importance of Customer Experience in the Hospitality Industry

Customer experience, or guest experience in hospitality focused businesses, encompasses all interactions that guests have with a hospitality business, from the initial booking process, through check out, to after-transaction communications and touchpoints. A positive guest experience not only drives satisfaction and loyalty but also encourages long-term guest retention, leading to increased lifetime guest value.

Guest Feedback: A Data-driven Approach To Capturing the Voice of the Guest

Collecting and managing guest feedback is essential to understanding the guest's perspective and identifying areas of improvement. Feedback data can be gathered through various channels, such as guest experience surveys, social media, or in-person interactions during the guests' stay. After-transaction guest surveys allow hospitality professionals to methodically gather crucial information about guest preferences, needs, and pain points, helping them refine their services and amenities to better meet guest expectations.

Customer Surveys: Measuring the Booking and Post-Stay Experience

For hospitality businesses, guest surveys can provide valuable insights into all phases of the guest journey, including the booking process and post-visit experience. By asking customers to provide feedback on their interactions with the company, hospitality professionals can identify areas for improvement and opportunities for enhancing the overall guest experience, even after their visit. And, it’s important to note that both the “ask” to complete a survey and the survey itself are also part of the experience and journey.

Mapping Guest Journeys: A Holistic Approach to Customer Experience

Guest journey mapping provides a visual representation of the various stages a guest goes through while interacting with a hospitality business. By mapping out guest journeys, hospitality professionals can identify key touchpoints and areas where they can improve the guest experience. This comprehensive approach allows them to better understand their guests' needs and preferences, leading to more personalized and satisfying experiences.

Leveraging the Voice of the Guest to Boost Lifetime Guest Value

Capturing the voice of the guest through surveys and guest journey mapping can help hospitality businesses make data-driven decisions to improve the overall guest experience. This not only leads to higher guest satisfaction and loyalty but also increases the lifetime guest value. When hospitality professionals invest in understanding and meeting their guests' needs, they create long-lasting relationships that contribute to sustainable business growth.


In conclusion, customer experience plays a critical role in driving guest satisfaction, loyalty, and lifetime guest value in the hospitality industry. By leveraging tools like guest surveys, customer surveys, and guest journey mapping, hospitality professionals can capture the voice of the guest and make informed decisions to improve the overall guest experience. This not only helps hospitality businesses stay competitive in today's fast-paced environment but also leads to long-term, sustainable growth.

Join our newsletter to stay up to date on features & releases, blog posts and podcast episodes.