The customer journey at the Hilton.

There are some basic areas on the journey , like a nice ____________________ on arrival , a ____________________ room and a comfortable ____________________ , a good ____________________ , and a friendly and helpful ____________________ .

We ? re looking at the ____________________ journey . It is the path a ____________________ takes when they ____________________ at the hotel , actually already when they ____________________ the reservation .

It probably starts on the ____________________ or the moment they are on the phone making a ____________________ , and then it ____________________ when they arrive , when they walk into the front ____________________ , when they check - in , when they have the first interaction with the hotel ____________________ on arrival .

The next step is the ____________________ itself . In the room they can order room service , or they can put ____________________ into the laundy or dry cleaning , they sleep in the ____________________ obviously , the room is being cleaned every day .

The next day they take breakfast , perhaps in the ____________________ , they may use their mini ____________________ , they may attend a ____________________ in the hotel and use the meeting rooms in the business centre , or they attend an event in town and may need a taxi .

At some stage they will then leave ? so they ____________________ back to Reception , they will ____________________ the bill and ____________________ out and hopefully ____________________ a friendly goodbye and farewell . So all that is the customer experience and the customer journey as we call it .