touchpoint
by
touchpoint
Optimising
Guest
experiences
Amy Morgan & Co
Make 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 are designed to meet you where you are—and get you where you want to be.
I audit the guest experience from the outside in—uncovering the blind spots that quietly erode trust, loyalty, and revenue. Then, I rebuild the journey to do more than just function—it fuels growth, delight, and competitive edge.
Every guest interaction is a make-or-break moment. Get it right, and you create seamless, high-converting experiences that build trust and long-term loyalty. 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
Copywriting and Content Strategy
Welcome & Wow Toolkit
Digital Guest Journey Audit
See Your Brand the Way Guests Do.
I’ll book, stay, and experience your property exactly like a guest would. But I’m not here to relax — I’m here to dissect every detail and spot the things they won’t say out loud. From check-in to check-out, I’ll identify friction points, emotional gaps, and missed moments of magic. You’ll get a clear, honest audit with practical fixes for the micro-details quietly chipping away at your guest experience. The result? A smoother journey that protects your reputation, results, and revenue.
Guest Experience Audit
Post-Stay Retention Strategy
Fix Your First Impression—and Everything After.
I’ll review your entire digital guest journey, from the first click to the booking confirmation and beyond. Ads, landing pages, copy, tone, flow — if it’s clunky, confusing, or quietly killing conversions, I’ll find it. You’ll walk away with an actionable breakdown of what’s costing you trust (and bookings), plus exactly how to fix it. Ensuring your online presence reflects the experience guests expect when they arrive.
Digital Guest Journey Audit
Guest Experience Audit
Copywriting and Content Strategy
Welcome & Wow Toolkit
Post-Stay Retention Strategy
Small Moments. Big Emotions. Long-Term Loyalty.
When done right, the little things leave the biggest impression. I’ll design a set of thoughtful, on-brand guest moments: arrivals, mid-stay surprises, checkout wows. You’ll get a practical, easy-to-implement playbook full of experience ideas designed to spark joy, build emotional loyalty, and earn rebookings without adding pressure to your team.
Welcome & Wow Toolkit
Digital Guest Journey Audit
Guest Experience Audit
Copywriting and Content Strategy
Post-Stay Retention Strategy
Copywriting and Content Strategy
Welcome & Wow Toolkit
Digital Guest Journey Audit
Every Word Shapes the Experience.
Your tone of voice shouldn’t fall apart halfway through the guest journey. I help you write (or rewrite) everything, from websites and booking flows to in-room guides and guest emails, so it all sounds like you. Human, helpful, and friction-free. No generic fluff. No hotel clichés. Just messaging that builds trust and drives bookings.
Guest Experience Audit
Post-Stay Retention Strategy
Post-Stay Retention Strategy
Welcome & Wow Toolkit
Digital Guest Journey Audit
The Guest Journey Doesn’t End at Checkout.
If you’re not following up, you’re losing out. I’ll map and build your post-stay experience — from personalised thank-yous and review prompts to rebooking nudges that actually land. This is about more than just retention. It’s relationship-building, and it starts the moment they leave.
Guest Experience Audit
Copywriting and Content Strategy
Choose Your Transformation
With everything confirmed, it’s go time! This is where insights become upgrades. No fluff, no delay—just high-touch, high-impact transformation built to impress your guests (and your bottom line).
the
check-in
Once we’re aligned on goals and gaps, I’ll send you a tailored proposal outlining the service, scope, and investment. Like any premium reservation, this step locks in the details so you know exactly what to expect—and what’s about to change.
the
booking
We’ll start with a free, no-obligation call to chat about your brand, your goals, and the guest experience challenges you’re facing. It’s a chance for us to see if we’re a good fit—and for you to ask anything you need before moving forward.
