online
and
onsite
Assessing
Brand
Touchpoints
Amy Morgan & Co
Making Guest Experience Your Greatest Asset.
I work with experience-led hospitality brands that want to align their brand promise with their actual guest experience, online and on-site. That includes boutique hotels, luxury accommodations, serviced apartments, and hospitality groups that care deeply about how guests feel, not just what they buy. If you value emotional connection, loyalty, and want to stand out in a competitive market, we’ll likely work well together.
I occasionally partner with non-hospitality brands in travel, property, or lifestyle, but only when guest experience is central to what they offer. What matters most isn’t your size or sector. It’s that you’re ready to look honestly at your guest journey.
What Kind of Clients Do You Work With?
Agencies are often brought in for campaigns such as ads, rebrands, or launches. My work is different. I evaluate and elevate the entire guest journey, from digital discovery to check-out and beyond. It’s not just about what guests see, it’s about how they feel, end to end.
My approach blends mystery shopping with brand strategy, offering something most brands haven’t experienced before. I don’t just spot the gaps. I help you close them. We’ll collaborate closely throughout, from first call to final deliverable, so nothing gets lost in translation or passed down a chain. No fluff. No hand-offs. Just thoughtful, experience-led work that makes your brand unforgettable.
What Makes You Different From an Agency?
When you work in hospitality, you’re not just selling a product, you’re delivering a feeling. It’s about how someone is welcomed, surprised, and remembered. It’s an immersive, sensory, and deeply relational industry. Guest experience is the difference between being remembered and being replaced.
Guest Experience vs. Customer Experience—Is There a Difference?
If your guest journey feels disjointed, inconsistent, or just a bit... off, but you can’t quite put your finger on why, that’s usually the first sign. Maybe reviews are lukewarm. Maybe rebookings are low. Maybe your team is doing all the right things, but guests aren’t connecting with it. That’s where I come in. I combine a guest’s perspective with a strategist’s eye, helping you uncover what’s being missed. Not because you’re doing it wrong, but because you’re too close to it. Together, we turn those subtle gaps into moments that build trust, loyalty, and long-term impact.
How Do I Know If I Need Your Services?
Within two business days, I’ll reach out to book a free consultation. If I need more context beforehand, I’ll send a few questions to make sure our call is focused and valuable. This isn’t a sales pitch, it’s a conversation. We’ll chat for 15–30 minutes about your business, your challenges, and where you’d like to improve the guest journey. From there, I’ll send a tailored proposal with clear scope, strategy, and investment details. No vague promises. No copy-paste plans. Just honest, experience-led solutions based on what you and your guests actually need.