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What is Guest Service

Chapter 14
Advanced Digital Marketing Strategies in a Data-Driven Era
Is the mix of tangible and non-tangible services offered from a hotel to a guest, from the social interactions to the physical interactions including the products consumed and experienced by the guests in the hotel.
Published in Chapter:
Digital Customer Journey in the Luxury Hotel Experience: A Case Study Approach
Jonathan Gomez Punzon (Rey Juan Carlos University, Spain)
Copyright: © 2021 |Pages: 15
DOI: 10.4018/978-1-7998-8003-5.ch014
Abstract
Digitalization is one of the biggest changes in our fast-moving world. There are a lot of digital innovations in many different industries, which are also affecting the hospitality industry. Taking into consideration that travel and tourism is all about the combination between a wide range of experiences and on-site benefits, the implementation of the digitalization in this industry is completely necessary. As a part of the travel and tourism industry, the luxury hospitality segment is continuing to grow more than what was expected, reaching figures of big spending and revenue regarding luxury hospitality bookings, and it is even expected to grow more than 60% by 2026. Luxury hospitality brands have a lot of upcoming opportunities to generate discussions through digital tools and innovations, not only about bookings, but also covering the whole customer journey.
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