What is an example of a touchpoint in guest services?

A touchpoint in guest services refers to any interaction between the guest and the service provider that can influence the guest's experience. The check-in at the front desk is a prime example of a touchpoint because it is a direct interaction where guests first engage with the staff. This moment sets the tone for the rest of their experience. During check-in, staff members can establish a welcoming atmosphere, provide information, and address any immediate needs or concerns that guests might have, thereby affecting their overall satisfaction.

While online surveys, marketing emails, and internal staff meetings play roles in guest services, they do not represent direct interactions between the guest and the service provider. Online surveys gather feedback after an experience but do not influence it in real-time. Marketing emails help in advertising and promotions but do not serve as direct service interactions. Internal staff meetings, while important for training and strategy, do not involve guests directly and therefore do not function as touchpoints in the guest service experience.