Hotels

Hotels


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 and go’ experience. This has seen smaller boutique hotels, bed-and-breakfasts and Airbnb 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.

So how can we help?

  • Monitor your reputation. Hotels thrive or die by their reputation on online review and booking sites. ‘The Hub’ makes it easy for you to monitor and respond to results from review sites, but also to influence those results through listening 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 capture your Net Promoter Score.

  • Ensure your guest experience is on brand. 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.

  • Be a stand out venue. By conducting regular mystery visits to assess how well your team are embracing defined standards, processes and behaviours, we'll provide you with the insights needed to ensure you provide a memorable experience every time for every guest.

  • Encourage healthy competition. Our modern reporting platform enables managers and area mangers to view dashboards on their own performance, identify opportunities for improvement, and highlight 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.

To learn more about our services and how we can improve your guest experience please get in touch

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Firmdale

Firmdale

Firmdale

Firmdale

“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none and their desire for excellence matches that of our own”.

Jay Scott, Learning and Development Manager

Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

"HGEM provide invaluable insight into our guest experience with a tailor-made measurement tool that’s flexible to our ever-changing needs and business focuses and provides fantastic data and analytics."

Lindsay Southward, Group People and Development Director

Heritage GB

Heritage GB

Heritage GB, Heritage GB

Heritage GB

"Understanding our guests and the experiences they have at our attractions is essential in driving our business forwards. We couldn’t do this without HGEM as their concise reports enable us to benchmark service levels across all our destinations and to see exactly where we can make improvements."