Delivering global guest services
Global Guest Experiential Partners
Our Philosophy
Our experiencing philosophy is simple:
- No detail is too small
- All interactions count
- Every team member is an ambassador
The Guest experience isn't merely check in, check out and maybe a drink at the bar or breakfast in the restaurant. Every moment counts when your Guest interacts with the brand, the property and people in delivering the promised experience.
We want every Guest to have an exceptional experience that exceeds expectations
To achieve this aim, GUESTX have developed, what we believe to be the most detailed, comprehensive and thorough Guest experience analysis model that focuses not just on the conscious experience but the subliminal cues that a Guest picks up on which go to influence their interaction with your property.
GUESTX is NOT Mystery Shopping, GUESTX is Experiential Evaluation
Our model focuses on 5 key factors in delivering brand owners, property managers, bloggers and travel sites with comprehensive reporting, reviews and analysis on a hotel experience viewed from every touchpoint:
Exploration, Experience, Evidence, Evaluation, Evolution
From Housekeeping...
One of our core experience areas is housekeeping and we have literally 'written the manual' for hotels and the world’s largest commercial cleaning franchise company resulting in an immense and detailed knowledge of the day to day housekeeping function through to periodic cleaning processes.
Why is this important ?
Guests spend most of their time during a stay in their room, but housekeepers typically spend just 22 minutes preparing the room. This 22 minute period is one of the most important periods in setting up the Guest experience but is usually left to third party contractors to run, manage and supervise.
There is no other department within your hotel that directly impacts more on a Guest than housekeeping.
...to F&B, we cover every angle
Whilst the bedroom is the place where a Guest spends most their time, the restaurant is often the place where they spend least (but for many hotels is a key revenue generator)
In our eyes no detail is too small and regardless of whether they spend 22 minutes or 2 hours in an F&B outlet, every second counts and must deliver on the Guest and brand experience.
How many times have you been in a restaurant with dirty uncleared tables, unkempt staff and slow service? We uncover and evidence all the issues !!
The way we work with each client group differs and the time spent on: Exploration, Experience, Evidence, Evaluation, Evolution differs depending on the project requirement.
We discuss the requirement and proposed process based on the brief, issues or concerns or where required we simply experience the service for ourselves to highlight areas for improvement.