The marketing communication is changing every day. Besides, customer satisfaction is measured in the hospitality industry by fulfilling their changeable needs and demands. The purpose of the thesis is to provide service guidelines to the hotel employees which helps to guide them through the training and getting the motivation to work further and in developing the quality service of the hotel. In addition, the thesis has provided the developing ideas in digital marketing of the hotel to upgrade the digital networks on a broader range and upsell the products and service to grow the profitability and maintaining the reliability of the hotel.
The research and theoretical background of the thesis is focused on customer experiences and digital marketing in the hospitality industry. This thesis shows the experiences of the customers at hotel which includes the theoretical background of qualitative customer service, an interaction between employees, customer satisfaction and sociocultural influences in the entire hospitality industry. The thesis also comprises the research based on planning and development of the digital marketing that involves various ways of social media advertisement, search engine marketing, public relations and the different techniques of customer attraction to upsell the business.
The authors have conducted the interviews with both employees and customers, aiming to collect the detailed information about their experiences and current situation of the hotel. The authors are likely to recommend the owner of the hotel to focus importantly on the employee's motivation and hotel marketing through digital technology to empower a significant number of customers’ commitment and satisfy them in full
