We help hospitality businesses increase value through the guest experience.
The external view of our resort’s operations and the detailed feedback about the guest journey were very valuable. The VeryGuest mystery visit has helped us improve our services and played a big role in lifting the guest experience to the next level.
—Front Office Manager, Amari Raaya Maldives
You can’t build sandcastles on a shaky foundation—this holds true in hospitality as well. Without a deeply embedded guest experience in operations, everything can crumble.
We perform guest experience evaluations, facilitate training and provide consultation to ensure your business has a solid foundation to build upon. This allows for differentiation and better performance in the competitive landscape of hospitality.
Due to a lack of in-house resources and expertise, the guest experience is often underutilised. We help you fully leverage its potential.
Recommended first step
The road to guest experience excellence is paved with good in-house intentions. However, partnering with VeryGuest enhances the process significantly:
Dedicated to serving the best interests of our clients and their guests, we steer clear of unproven trends, always ensuring that our work is effective and thoughtfully executed.
Having worked in various roles with resorts in the Maldives, and living at one, has given me a decade of insights into top-notch guest experiences.
Yet, my passion for hospitality turns into pain when I see beautiful properties not reaching their potential. Compelled by the shortcomings, I decided to start offering my expertise to help them improve.
Drawing from my backgrounds in hospitality, marketing, state protocol, business development and certified customer experience training, VeryGuest champions one key idea: what differentiates successful hospitality from the rest is the guest experience.
We help you polish it to perfection.
What is guest experience?
Originating from the concept of customer experience (CX), guest experience encompasses how a guest feels about every interaction they have with your company. Guests today are experience seekers, driven by convenience and shaped by the high expectations set by their most recent outstanding experiences. To increase sales, build loyalty and fulfill your customer promise, it is essential to excel in every single interaction.
What drives a positive guest experience?
Guests today are intolerant of businesses that entice them with appealing offers only to exploit them later. Instead, they seek to trust the companies they engage with, expecting relevant, customised attention, effortless transactions and swift resolution of issues. If a business has robust recovery strategies for when problems arise, that’s even more reassuring. In essence, guests want to feel confident that they’ve made the right choice in how they spend their time and money.
What are the benefits of a remarkable guest experience?
Nowadays it is difficult to compete on product and price, so guest experience can provide differentiation. Satisfied guests tend to stay longer, spend more, return more often and share their positive experiences with their social circle; the more you know them, the more tailored services you can provide. Did you know it costs 5-times as much to acquire a new customer than to retain an existing one? A better guest experience can also leads to higher staff satisfaction, reduced costs to serve and an increased bottom line through repeat sales and higher prices guests are willing to pay for exemplary guest experience with businesses they feel close to.
How does VeryGuest evaluate the guest experience?
We have developed a comprehensive evaluation tool that delves into every aspect of the guest journey. Through mystery visits or collaboration with your team, we examine each interaction, focusing on personalisation, transparency, operational ease, communication, and more. We then provide an unbiased status report. This analysis enables us to offer tailored recommendations for identifying additional touchpoints and assist you in devising a strategy to make your business more guest-centered.
Can smaller businesses benefit from your services?
We specialise in boutique hospitality and are well-equipped to address any guest experience challenges you may encounter. Our services are flexible in terms of scope, duration and content to meet your specific needs. If you are looking to elevate service excellence to align with your target market, our expertise can enhance value across various operational areas.
Barbara Tori s.p.
Ljubljana, Slovenia
Available for worldwide assignments
Related businesses: bScribe, Marketing Communications
GX management | mystery visits | training | consulting
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