BRAND OWNER SERVICES
Global Guest Experiential Partners
Today's asset light hotel business model results in the brand owner being at arms length from the day to day management or operation of sites that trade under their flag.
Whilst franchise agreements, brand manuals and QA inspectors help ease the potential brand damage that a site operator may inflict, on the ground, independent, unbiased evaluation is a must.
GUESTX offer a highly cost effective and tailored approach to reviewing and feeding back on the operation of an individual site or wider portfolio of a property management company. It is often clear that on evaluating a property management company, common trends emerge and the use of a single standard inspection criteria using the same inspector can yield fascinating insight into management activity.
Whilst GUESTX use their own proprietory evaluation models, we can adapt to evaluate and report on specific brand guidelines.
We want every Guest to have an exceptional experience that exceeds expectations
We share the same vision and the Guest is at the heart of all we do. Using our GEE model we can work with you through the entire process of Exploration, Experience, Evidence, Evaluation including Evolution, where required, we work with you to implement change. Or if you prefer, we provide reporting on the first four stages and hand over to you to implement change using your own in-house team.
Flexibility is at the heart of what we do and whilst we have processes and models in place, our ultimate aim is to help you deliver exceptional Guest experiences which in turn helps drive loyalty ad revenue.
GUESTX is NOT Mystery Shopping, GUESTX is Experiential Evaluation
You will no doubt have your own in-house teams of Quality Assurance but in our experience complacency, time pressures, familiarity, boredom and 'employee' mentality are all key factors in non-delivery of real life results. We often hear examples from hotels where Quality Assurance visits are planned and the hotel choreograph the visit ensuring that the key inspection areas meet standards.
We have countless examples where during a stay, QA staff have been on property and we have uncovered numerous issues all missed by QA. In one example the property was awarded an 'Excellence in Quality' award for the '5th consecutive year for outstanding Quality Assurance Evaluation' yet on our numerous stays we witnessed clear breaches of health and safety, hygiene and cleanliness.
are you ready to take the guestx challenge?
Every hotel loves to think they deliver exceptional Guest experiences, but do they really?
Introducing the GUESTX Challenge.
A simple way for brand owners, property management companies, general managers, bloggers, in fact anyone to get a deep insight into a particular property in a cost effective and low risk manner.