Hotels

Hotels


Improve online reputation and increase occupancy rate

Hotels with the best online reputation get the booking

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.

Here are some of our hotel clients:
Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

Hotels

Malmaison / Hotel du Vin

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.

Heritage GB

Heritage GB

Hotels, Leisure

Heritage GB

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

Calcot Collection

Calcot Collection

Hotels

Country Creatures

Country Creatures

Restaurants, Hotels

Country Creatures

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.

Crown Hotel

Crown Hotel

Hotels

Five Rivers Group

Five Rivers Group

Restaurants, Hotels

Five Star Collection

Five Star Collection

Pubs & Bars, Hotels

Lake Vyrnwy Hotel & Spa

Lake Vyrnwy Hotel & Spa

Hotels

Dorsett Hotels

Dorsett Hotels

Hotels

Distinct Group

Distinct Group

Hotels

Cameron House Hotel

Cameron House Hotel

Hotels

Cameron House Hotel

HGEM provide monthly visits to three locations.

The Belfry

The Belfry

Hotels

Andrew Brownsword Hotels

Andrew Brownsword Hotels

Hotels

Andrew Brownsword Hotels

Regular visits to their thirteen properties in countryside settings and city centre locations help Brownsword understand their guest experience.

The Lucky Onion

The Lucky Onion

Restaurants, Hotels


So how can we help?

BE A STAND-OUT DESTINATION

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.

MONITOR YOUR REPUTATION

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.

DEVELOP GUEST LOYALTY

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).

ENCOURAGE HEALTHY COMPETITION

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.

MOTIVATE AND RETAIN YOUR TEAM

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.

Get in touch to find out more