Your business thrives on its reputation, and this in turn is influenced by the way in which the experience of your guests is managed. We call this Guest Experience Management, and we have the technology and services to help you be amazing at it. Here’s what makes up the GEM solution:
Mystery visits are used to frame what is expected from your teams and to measure how effective they are at delivering it.
An online feedback site helps you to keep your finger on the pulse of what guests are saying about you. And because it’s private, you’re more in control than with a public review site, so you can bring guests into your communication orbit.
To consistently deliver great experiences, your teams need to be equipped with the confidence and competence to do what is expected of them, and you need to be able to track what they have learnt. Our unique service will help in the following ways:
The world of data analysis is moving fast and we have an ongoing programme of developments to make it easier to engage with your data and to learn what you need to make the right decisions and to trigger the right actions.
We love working with others, and we like to see what we do as part of a wider web of useful activities that benefit your business. This usually involves either or both of the following: bringing data together into the same place, or being able to move between systems without using separate logins. Partners include Trail, Tahola and Fourth
Your success is our success, so we like to work in partnership with our clients. We’ll take the effort to understand and reflect what makes you different in the marketplace, and to tailor our solutions to match. Our team includes people who have worked in hospitality management positions at different levels, so we understand the challenges and practicalities. Here are some ways that we can help:
We want you to enjoy making use of our data, but also for it to involve minimal effort. So we’re continually developing the way we collect and organise data, and the way your teams can access it through mobile and web applications.
The success of most guest experiences depends on the interaction between 4 main elements: People, Process, Product and Perception. By interpreting them in the context of your brand promise, we can frame what we expect as the intended guest experience, measure your success in delivering it, and produce resources that help you to get better.
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