Improve online reputation and increase occupancy rate
Hotel visits may last days and touch several departments, so there are many opportunities to create memorable experiences. Among leisure travellers, there is growing demand for ‘insta-worthy’ experiences and an increased appetite for a ‘what the locals do’ experience. Business travellers have a different set of needs, often related to efficiency. But all travellers will recognise and appreciate the right balance between technical innovations that enhance the experience and the quality of the personal service from the team.
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HGEM provide us with Mystery Guest Audits, Social Reviews and a Guest Feedback site to help us improve our products and service.
We find The Hub a great tool for training and leads to improvement across all levels.
“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none & their desire for excellence matches that of our own”.
Unlike an external audit, our detailed mystery guest assessments are tailor-made to measure specific aspects of the guest experience that are important to your brand. We'll measure how well your team are embracing defined standards, processes and behaviours and provide you with the insights needed to ensure you deliver a memorable experience every time.
Hotels thrive or die by their reputation on online review and booking sites. Our Guest Experience Management platform - The Hub - makes it easy for you to monitor and respond to results from review sites, but also to influence those results through listening and responding to guests, and measuring the team's performance.
We'll help you continue the conversation after guests have left your hotel. A branded survey site, that makes it easy for guests to engage and share valuable feedback about their experience, will help to develop relationships and improve your Net Promoter Score (NPS).
Our modern reporting platform enables managers and area mangers to view dashboards on their own performance, identify opportunities for improvement, and benchmark on how they compare to other hotels in the group.
Our employee surveys are designed to help you identify the things that are important to your team at each stage of their employment journey, keep them aligned with your values, and flag up any issues.