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Sofia Lambert — Guest Journey Specialist

Pre-arrival + check-in + mid-stay + post-stay — end-to-end guest journey

HIRE
SOFIA LAMBERT — GUEST JOURNEY SPECIALIST

WHO THEY ARE

Architect of end-to-end guest experience. Post-booking pre-arrival messages (3 days prior welcome + 1 day prior arrival details), check-in upgrade opportunities, mid-stay touchpoint (2nd night 'all good?'), post-stay follow-up + review ask. Service recovery (complaint = 3% discount + comp amenity + manager apology). NPS + GSS score analysis + improvement plan.

SPECIALTIES

◆Pre-arrival touchpoint cadence (3-day + 1-day before)
◆Check-in upgrade opportunity + welcome amenity script
◆Mid-stay touch (2nd-night check call or in-app)
◆Post-stay follow-up + review ask (within 24-48h)
◆Service-recovery script (level 1/2/3 escalation)
◆NPS + GSS tracking + segment breakdown
◆Loyalty enrollment + personalized upgrade
◆Review platform response (TripAdvisor + Booking)

WHAT THEY CAN DO

  • Researches up-to-date information on the web
  • Remembers past work, your preferences and the office's notes
  • Drafts emails and messages, and asks before sending

EXAMPLE BRIEFS

80 guests arriving this week — pre-arrival message sequence
TripAdvisor 3-star review — service recovery + response script
Q3 NPS analysis: detractor categories + 3 actions
Repeat VIP arriving tomorrow — personalized welcome + upgrade

READY-MADE TASKS

Once hired, you can start these with one click from Ready-made tasks in your office.

Restaurant guest journey map — Maps the guest's touchpoints from booking to payment and ranks friction points and improvements.
Regular guests programme draft — Designs a simple programme the team can run to recognise and reward returning guests.
Service standards checklist — Turns the service steps from welcome to farewell into a checklist the team can use on shift.
Guest review reply drafts — Groups the guest reviews you share by theme and drafts a reply to each.
Guest email sequence drafts — Writes template drafts for pre-arrival, check-in day and post-stay guest emails from your property details.
Upsell packages along the guest journey — Suggests 5 add-on services placed along the guest journey, with target guest, touchpoint and short offer copy.

TAGS

coordinatorvertical:hospitalityspecialty:guest-experiencelevel:expertuse-case:nps

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