online
and
onsite
Assessing
Brand
Touchpoints
Amy Morgan & Co
Making Guest Experience Your Greatest Asset.
Because in hospitality, experience is the brand. Whether you need to refine a single touchpoint or reimagine the entire journey, my services meet you where you are, and take you where you want to go.
I audit the guest journey from the outside in, uncovering blind spots that quietly erode reputation and revenue. Then I help you rebuild the journey so it doesn’t just function, it delights, differentiates, and drives growth.
Every guest interaction is a make-or-break moment. Get it right, and you build trust, loyalty, and high-converting experiences. Get it wrong, and you lose guests before they even walk through the door.
Create a brand that guests choose—again and again.
My Services
Experience Optimisation Retainer
Competitor Experience Analysis
Digital-Only Audit
See Your Brand the Way Guests Do.
I book, stay, and experience your hotel like a guest, but I’m there to dissect, not relax. I audit your entire guest journey, from online presence to in-person experience, highlighting friction points, missed opportunities, and emotional disconnects. You’ll get a clear, honest report that shows what’s working, what isn’t, and exactly what to do next, so your experience delivers on your brand promise, every time.
Full Guest Experience Audit
Workshops & Team Training
Make Every Click Count.
Before guests arrive, they’ve already formed an opinion. I evaluate your full digital presence (website, booking path, pre-arrival emails, tone of voice) and show you how it stacks up against modern guest expectations. You’ll get a detailed, no-fluff report on where your digital experience is helping or hurting conversions, and how to fix it.
Digital-Only Audit
Full Guest Experience Audit
Experience Optimisation Retainer
Competitor Experience Analysis
Workshops & Team Training
View the Competition Through a Guest’s Eyes.
Want to know how your guest experience compares to theirs? I go undercover at competing properties and audit every part of the journey. You’ll get a side-by-side comparison showing how you outperform, where you're falling behind and how to strategically differentiate where it matters most.
(This service is best paired with a Full Guest Experience Audit for maximum insight.)
Competitor Experience Analysis
Digital-Only Audit
Full Guest Experience Audit
Experience Optimisation Retainer
Workshops & Team Training
Experience Optimisation Retainer
Competitor Experience Analysis
Digital-Only Audit
Maintain Momentum Where It Matters Most.
Guest experience isn’t a one-and-done project. As your go-to experience consultant, I support you monthly with strategic reviews, priority feedback, and on-call input. Whether it’s vetting new touchpoints, fine-tuning your digital presence, or protecting consistency as you scale, I’m here to help you stay sharp, relevant, and loved by your guests.
Full Guest Experience Audit
Workshops & Team Training
Workshops & Team Training
Competitor Experience Analysis
Digital-Only Audit
Help Your Team See What Guests Feel.
Exceptional experiences rely on aligned teams. Through custom workshops, I help your team (across marketing, operations, and guest services) see the journey through the guest’s eyes. We break down your brand promise, identify gaps in delivery, and build practical ways to create consistency, empathy, and memorable moments at every touchpoint.
Full Guest Experience Audit
Experience Optimisation Retainer
Choose Your Transformation
Once we’re confirmed, it’s go time. Whether I’m auditing your journey, designing moments, or rewriting critical copy, this is where insight becomes action. No fluff. Just high-touch transformation built to impress guests (and drive results).
the
check-in
If we’re aligned, I’ll send you a tailored proposal with services, scope, and investment, so everything's clear and upfront. Like any good reservation, this locks in the details and sets expectations.
the
booking
We’ll start with a free, no-obligation call to talk about your brand, your goals, and where the guest journey is falling short. It’s a chance to see if we click and to ask anything you like before committing.
