consulting
Identification of issues in experience delivery is just the first step in delivering great Guest experience for every Guest, every time.
Whilst hotel brands and property management companies will no doubt have SOPs in place, which are often outdated, not reviewed or no longer relevant, the reality of what the manual or brand values state and what is delivered is often unrecognisable.
GUESTX provide a range of consultancy services drawing upon over 50 years combined experience in hospitality and compliance (in areas such as housekeeping and hygiene delivery). The gateway to consulting is usually via our comprehensive GEE review as this gives us first hand exposure to the issues as opposed to perceived issues. Where an issue has been recognised and action is required in a specific area of the hotel operation we can provide direct consultancy to deliver solutions.
HOUSEKEEPING
Our consultants are highly experienced within the area of housekeeping and it is one of our true passions as it is the cornerstone a great Guest experience. Take a look at any hotel on popular review site and many of the 1 or 2 star reviews will state poor housekeeping as a reason for a bad stay.
We have worked for both hotel operators and the worlds largest commercial cleaning contractor in tendering, developing cleaning regimes, training and auditing. This vast experience allows us to have a rare insight into both parties involved in the contracting process. This is never more so important as we have seen the industry go full cycle from moving housekeeping from in-house to third party contractors and now seeing a move to take back control of all or some of the housekeeping operation.
Hotels have lost the in-house skills required to effectively manage contractors and in direct response to this GUESTX have developed a range of audit and inspection programmes to address the imbalance.
brand compliance
The franchised nature of the hotel industry at large has, in many respects, resulted in a dilution of the hotel brand and reliance on franchisees to deliver brand values, mission and standards.
Many franchisees have neither the skills or resource to fully implement the required standards and the brand owners quality assurance program often doesn't identify compliance due to the nature of the QA process.
We speak with many hotel General Managers who proudly tell us that they passed their QA with 'flying colours' or get a '5 Star' rating. During a typical 22 hour stay we are able to uncover and indentify issues that are impacting the brand and ultimately if discovered or reported to the Franchisor result in large penalties in accordance with the licence agreement.
GUESTX understand the importance of the franchised model from both the franchisor and franchisee perspective and can work with both parties to ensure the brand is delivering the promised values.
training
Brand owners and property management companies may have their own in house training departments or teams, however we have seen real value in an external provider delivering training which has been developed through first hand, relevant and evidenced experiences.
Whilst GUESTX have developed specific training and SOP's in operational disciplines, we can deliver specific training designed to meet your objectives.
