Mark Simpson walks through how to improve guest experience at each stage of a stay. Day 1 is check-in, Day 3 is when you offer cleaning and laundry, Day 5 is when you pitch late checkout or discounts for staying longer, and after they leave you follow up to sell them products.
Obviously when they're checking in, making sure it's a smooth check in one hour after they check in, or two hours. What did they forget to pack? Day 3 Do they not only perhaps need a mid stay clean? Do they want laundry service? Do they? Day 5 oh, you've been here a while. Do you need something extra from us tonight before checkout, if possible? Would you like a late checkout? Are you interested in a discount on a longer stay? And then after they have checked out? Oh, if you loved any of these products, they are here. You can not only then map that to the cycle of their stay and their needs.
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