Match guest experience to brand promise

Match guest experience to brand promise


Consistently delivering a guest experience that is on brand, that drives sales, and that keeps you ahead of the competition is a daily challenge for the hospitality industry. That's where we come in.

I want every guest to feel that we will look after them well as a result of the welcome they received I want every guest to feel we were both friendly and attentive to their needs, rather than just following a process I want every guest to feel that our conversations were engaging and relevant, rather than robotic I want our team to work together so efficiently in pursuit of every guest’s needs that the service appears effortless I don’t want any guest to feel they were either rushed or left waiting at any stage of the experience I want every guest to feel that paying the bill was easy and efficient, and that we would be pleased to see them again I want every dish delivered to guests to match the agreed specification for quality, temperature and presentation I want guests to feel our team are both keen and able to advise on the contents of the menu and of specific dishes I want every guest to willingly spend more, and to feel that their experience was enhanced as a result I don’t want any guest to notice lack of cleanliness or tidiness at any point in their experience I want potential guests to be encouraged to visit us as a result of either kerb appeal, promotions or brand digital presence I want to give every guest positive ‘social currency’ during their experience that they will recommend us when talking to friends Your brand promise sits at the heart of the guest experience, influencing each segment

We'll help you to define your intended guest experience (the brand promise) using the GEM Wheel framework on the left. Hover over each segment to see a typical aspiration for that part of the guest experience

Then we'll measure what actually happens through guest surveys, operational assessments and social reviews in order to measure the gap between the intended and actual experience. Finally we'll help you interpret the results and take actions to close the gap.

MAKE A DIFFERENCE IN EACH OF THESE AREAS

PERCEPTION

PERCEPTION

Your commercial success ultimately depends on driving guests to your sites, so positioning your brand to stand out from the competition is key to ensuring guests choose you...

PERCEPTION

...Tracking your performance and that of your competitors, across multiple social review channels will give you an insight into how guests perceive you and the highlight opportunities for improvements that will drive your business forward.

PEOPLE

PEOPLE

Your people are the ambassadors for your brand. So ensuring that they know what is expected of them is essential to deliver the guest experience you want...

PEOPLE

...Making your team feel valued and part of the ‘bigger picture’ through comprehensive training and development programmes creates an environment where people are engaged and want to succeed. 

PRODUCT

PRODUCT

The product, usually food, is the most tangible part of the experience and commonly referred to in social reviews. So, understanding what you do well and the reasons behind any negative feedback is vital to protect reputation... 

PRODUCT

...Being able to capture comments from guests and the sentiment related to each dish on your menu, means you can quickly refine products to ensure your guests are happy but also be bold and innovative with new products.  

PROCESS

PROCESS

A good experience should feel effortless and well-timed to the guest, yet efficient and profitable for your business. So, developing a commercial process that also conveys your brand is essential...

PROCESS

...Defining your operation and measuring what your guests are saying about their experience will enable you to identify improvements and development opportunities to continuously drive performance.


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