Improve online reputation and increase occupancy rate
Hotel experiences may last days and touch several departments, so there are many opportunities to create memorable experiences for guests. Among leisure travellers, there is growing demand for ‘insta-worthy’ experiences and an increased appetite for a ‘what the locals do’ experience. This has seen smaller boutique hotels, bed-and-breakfasts and Airbnb's become popular for guests who want a local culturally immersive experience. Business travellers have a different set of needs, often related to efficiency. But all travellers will recognise and appreciate the right balance between technical innovations that enhance the experience and the quality of the personal service from the team.
HGEM provide invaluable insight into our guest experience with a tailor-made measurement tool that provides fantastic data & analytics, while being flexible to our ever-changing needs & business focuses.
Understanding our guests & the experiences they have at our attractions is essential to drive our business forwards. We couldn’t do this without HGEM.
Ashley Young, Group Marketing Manager
HGEM provide us with Mystery Guest Audits, Review Management and a Guest Feedback site to help us improve our products and service. We find The Hub a great tool for training and it leads to improvement across all levels.
HGEM provide monthly visits to three locations.
Regular visits to their thirteen properties in countryside settings and city centre locations help Brownsword understand their guest experience.
From initial conversations to launching Guest Feedback, its been really great. Mia has been brilliant at taking on feedback and guiding us through everything. The Hub is brilliant to use - it's been so useful to get such detailed feedback and we've already managed to improve some processes relating to guest experience.
Unlike an external audit, our detailed mystery guest assessments are tailor-made to measure specific aspects of the guest experience that are important to your brand. We'll measure how well your team are embracing defined standards, processes and behaviours and provide you with the insights needed to ensure you deliver a memorable experience every time.
Hotels thrive or die by their reputation on online review and booking sites. Our Guest Experience Management platform - The Hub - makes it easy for you to monitor and respond to results from review sites, but also to influence those results through listening and responding to guests, and measuring the team's performance.
We'll help you continue the conversation after guests have left your hotel. A branded survey site, that makes it easy for guests to engage and share valuable feedback about their experience, will help to develop relationships and improve your Net Promoter Score (NPS).
Our modern reporting platform enables managers and area mangers to view dashboards on their own performance, identify opportunities for improvement, and benchmark on how they compare to other hotels in the group.
Our employee surveys are designed to help you identify the things that are important to your team at each stage of their employment journey, keep them aligned with your values, and flag up any issues.