GEE FACTOR

We are a nosy bunch of people and we make no apology for it. How many times have you been to a hotel and found rubbish left behind a door, trays cluttering corridors, out of date fire extinguishers or a gym with broken equipment which hasn't seen fresh air or a clean in days?

Exploration is in our DNA and anywhere and everywhere that a Guest can access, we will find it and report on it.

For too long hotel owners have neglected to fully comprehend that the Guest experience starts before the Guest is on property, however in the centralised digital age much of the pre-arrival experience is via a booking portal which is outside the control of the property manager. This doesn't prevent owners controlling everything and anything within the property boundary and must focus on this as part of the Guest experience.

From car parks to gyms to toilets, we identify areas of the hotel that are impacting on the Guest experience.

For many staying is a hotel is a treat, for others a necessity, whilst for some it is a break to get away from the hustle and bustle of life. Regardless of why a Guest stays, it should be an experience that instills the values of the brand, drives revenue and generates a desire to repeat the experience.

'fill the earth with the light and warmth of hospitality – by delivering exceptional experiences – every hotel, every guest, every time' [Conrad Hilton]

Now, we are a great fan of this individual, love his vision and embrace all that it stands for. The sad part is that not all hotels within the brand family live and breath the vision in their daily lives.

We look at every touch point that a Guest may experience to carefully review and evaluate it.

Our Experiential Evaluation will provide a bespoke report tailored to meet the requirements of the initial brief. Providing elements such as a written report, analysis, pictures, video and lab reporting our reports are not your normal tick box exercise (albeit we do include these elements) but provide the bedrock to engage, excite and evolve the Guest experience with team members.

Where required we will meet with the General Manager, on property, at the end of the stay to walk though all the key issues using evidence gathered in order that they can see first hand factors affecting Guest experiences.

Taking learnings and evolving the service experience is the final and vital step to deliver the exceptional experience. We can, where required, work with clients to review operating protocols and procedures, make changes and provide training to implement change and help the experience evolve to meet Guest expecatations.