Beyond Check-In and Check-Out: Reimaging Guest Journeys in the Experience-Driven Hotel Economy

Beyond Check-In and Check-Out: Reimaging Guest Journeys in the Experience-Driven Hotel Economy

Ajay Budke

Associate Professor, Bharati Vidyapeeth Institute of Hotel Management and Catering Technology, Navi Mumbai

Harshal Athnikar

Assistant Professor, Bharati Vidyapeeth Institute of Hotel Management and Catering Technology, Navi Mumbai

Abstract:

The contemporary hotel industry is undergoing a fundamental transformation, shifting from a service-centric model focused on check-in and check-out efficiency to an experience-driven paradigm that prioritizes holistic guest journeys. This study explores how hotels are reimagining guest experiences across pre-stay, on-stay, and post-stay touch points in response to evolving consumer expectations, digital disruption, and heightened competition. Moving beyond traditional operational metrics, the research emphasizes emotional engagement, personalization, and experiential value as critical determinants of guest satisfaction and loyalty. The paper examines the role of technology-enabled solutions, such as data analytics, artificial intelligence, and mobile platforms, in designing seamless and memorable guest journeys while maintaining human-centric service delivery. It further highlights the growing importance of experiential elements, including wellness offerings, sustainability practices, local cultural integration, and customized services, in shaping differentiated hospitality experiences. By adopting an experience-driven approach, hotels can enhance perceived value, strengthen brand relationships, and achieve long-term competitive advantage in a dynamic marketplace. The study contributes to hospitality management literature by conceptualizing guest journeys as strategic assets rather than isolated service encounters. The findings offer practical insights for hotel managers and policymakers to redesign service strategies that align operational excellence with experiential innovation, thereby redefining success in the modern hotel economy.

Keywords: Guest Experience Management; Guest Journey Mapping; Experience-Driven Hospitality; Hotel Service Innovation; Customer Engagement; Experiential Value; Digital Transformation