Managing the guest journey is crucial for hotels to improve the guest experience and increase revenue. The journey begins long before check-in and continues through check-out and post-stay. Understanding the different stages of the journey, including pre-arrival, check-in, in-house, checkout, and post-stay, helps hotels cater to guests effectively and change strategies to meet their needs. During the pre-arrival stage, hotels need to be visible wherever potential guests are searching and provide a smooth booking experience. During check-in, offering a warm welcome and quick, easy check-in experience helps establish a good rapport with guests. During the in-house experience, hotels need to anticipate guests’ needs and provide excellent customer service, including providing concierge services, high-quality amenities, and implementing sustainable practices. During checkout, guests are looking for an efficient and flexible process. Finally, during post-stay, hotels need to communicate with guests and provide timely and helpful follow-up. Personalization, efficiency, and allowing guests to control their stay are key components of a great guest journey.