🍴 Hospitality often loses customer engagement post-visit, unlike e-commerce, which excels in anticipation, automation, and follow-up. To enhance loyalty, hospitality should adopt a three-step approach: think like e-commerce before, during, and after visits; shift from mass marketing to editorial intimacy using guest data for personalized communication; and transition to conversational marketing via WhatsApp and direct messages. Implementing automation, personalisation, and conversational tools can transform guest loyalty into emotional continuity.

📑 Two key questions reveal what confuses guests. Ask your team: 1) What do guests ask that they should already know? 2) What do you do that's not in any handbook? Sort answers into three columns. Column 1: Guests lack prior info like checkout times. Column 2: Space or process causes confusion like signage. Column 3: Promised amenities not matching reality. Start with Column 1 for quick fixes. The "Napkin Test" is an easy, no-cost way to improve guest experience.