Franklin Aling, Designer and Brand Strategist

1. Create an Experience Driven Brand

Every touchpoint from the first interaction on your website to the final farewell at checkout should reflect the experience you want guests to have. This may be luxury, adventure or comfort, whatever feeling you want to evoke your brand should communicate that across all platforms.

How to Apply

Identify the core emotions you want your guests to feel and ensure your brand reflects those emotions at every point - online and in person. From your décor and service style to your tone of voice and customer service, everything should be aligned.

Hospitality is the art of creating memorable moments and so your brand should not just be an identity, it should evoke a certain type of feeling every time a guest interacts with it, whether they are browsing your website, booking a reservation or sitting at your table for dinner.

 2. Deliver Consistency Across all Channels

Guests expect a seamless experience both online and offline. Consistent messaging, design, and service standards creates a sense of reliability and professionalism that encourages repeat business.

How to Apply

Ensure your visual identity, tone of voice and customer experience are aligned across all channels-website, social media, booking platforms and in person interactions. Train your staff to provide consistent service that reflects your brand values.

When guests know what to expect every time they interact with your brand it not only enhances their experience but also builds their loyalty.

​

​

3. Create a Story Around Your Brand

Storytelling is essential in the hospitality industry because it helps guests connect with your brand on a personal level. This can be the rich history of your hotel, the unique inspiration behind your restaurant’s menu, or the journey of your travel agency. Stories humanize your brand and add depth to the guest experience.

How to Apply

Share the story behind your brand on your website, in your marketing and through in person interactions. Use it to highlight your values, what makes your business unique, and why guests should choose you.

People don’t just choose hotels or restaurants they choose experiences, stories and emotions. A well-crafted brand story not only sets you apart but also makes guests feel like they’re part of something special.

 4. Prioritize Exceptional Customer Service

Your brand is only as good as the service you provide. A service-first mindset should be at the core of your brand values. This way you will turn first-time visitors to loyal repeat customers.

How to Apply

Train your staff to anticipate guest needs, go above and beyond in problem solving, and provide personalized attention.

Make customer service a core element your brand promise and ensure that every team member embodies it.

A great service can transform a mediocre experience to an unforgettable one.

5. Leverage Social Proof and User Generated Content

Guest reviews, testimonials and user generated content (UGC) are invaluable for building credibility and social proof in the hospitality industry.

Prospective guests often rely on reviews and recommendations to make decisions, so showcasing positive feedback ca significantly impact bookings

How to Apply

Encourage guests to share their experiences on social media and review platforms like TripAdvisor, Yelp or Google. Feature user generated content and testimonials and on your website and marketing materials to build credibility.

Your guests are your best marketers, by encouraging and showcasing reviews, photos, and testimonials, you not only build trust but also create a community around your brand.

Hospitality branding is all about creating moments that guests remember. Whether it’s through personalized experiences, authentic experiences or consistent excellence the key is to deliver value at every touchpoint.