We help hospitality ventures create exceptional value through guest experiences.
In hospitality, guests are at the heart of everything we do. They crave immersive and personalised experiences, willing to pay extra for them. In a sea of choices, they will instantly find alternatives if you disappoint on any step of the way.
Understanding every phase of their journey is crucial, ensuring you anticipate their needs. Our industry expertise can boost profit margins, lifetime value, staff satisfaction rates and guest spending while reducing acquisition costs.
Polish your guest experience with our help and watch both your guests and business thrive.
Guests care about what they get, not about what you sell. They want to feel welcomed, have their needs anticipated and special requests catered for. They expect—and deserve—to get the most bang for their buck. Satisfied guests spend more, return often, and become advocates when expectations are exceeded. Top performers in hospitality targeting high-value guests invest in guest experience strategies and you too can outshine your competition as we help you gain a comprehensive view of all the touchpoints and make recommendations how to elevate the experience on each one of them.
We assess your guest experience, offering constructive feedback to proactively cater to their needs. Our expertise helps you personalize experiences for higher satisfaction, loyalty and referrals. Guests who feel cared for spend more, become repeat customers, and bring in new guests. Excelling in guest services also leads to higher workplace satisfaction—less time on complaints, more on creating memorable experiences.
Your business revolves around your guests. Understanding their ever-changing needs drives revenue, but with managers’ task overload and lack of expertise, the staff can’t be expected to provide high-quality guest experiences, let alone consistently. That’s where we step in. Have us run the initial guest experience evaluation, craft tailored recommendations and then help you monitor service delivery and tweak the strategy as needed. VeryGuest can act as your part-time Guest Experience Maker, advising you on any elements of hospitality excellence. Trust our strengths so you have time to focus on yours.
Choose from our hospitality-tailored training for managers, evaluation of guest experience journeys and bespoke workshops for guest-facing staff.
Flagship program
Popular
Tailored partnerships
GX training
Our properietary guest experience evaluation, mystery visits and guest experience consulting can benefit any hospitality venture. We specialise in assisting boutique providers who aim to create distinctive value in their offerings.
VeryGuest was born from its founder’s pain and passion—a frustration with businesses falling short of guest experience excellence and the expertise to help them improve.
Barbara’s extensive experience in luxury hospitality, organizational development, guest services, digital marketing, state protocol and more, make her a subject matter expert in hospitality CX. Collaborating with owners, management, tech providers and travelers, VeryGuest is a consultancy that perfects hospitality businesses’ guest experience.
What is guest experience?
Deriving from the concept of customer experience (CX), guest experience is how a guest feels as a result of every interaction they have with a company. Guests are experience hoppers fuelled by convenience and set high expectations of your business based on their most recent best experience. For you to sell more, drive loyalty and deliver on your customer promise, you want to get every single interaction right.
What drives a positive guest experience?
As The CX Academy put it nicely, guests no longer tolerate businesses that lure them in with shiny offers and then milk them; they want to trust companies they interact with, be provided relevant, customised attention, do business with utmost ease and have issues resolved promptly. If they have heroic recovery plans in place for when things go wrong, all the better! In short, guests want to feel they made the right decision on how they’re spending their time and money.
Why does it pay off to get guest experience right?
Nowadays it is difficult to compete on product and price, so guest experience can provide differentiation. Satisfied guests will 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 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.
Which areas does the VeryGuest assessment cover?
We have developed a comprehensive, 150-touch point benchmarking tool that scores the quality of a guest journey. The assessment encompasses all the standard steps and interactions a guest has with a hospitality business, thereby providing you with an unbiased status report of where you stand in terms of anticipating your guests’ needs and acting on them. This allows us to create tailored recommendations on additional touchpoints to capture so you can provide 5-star experiences—regardless of your actual rating so you can retain guests, drive profits and increase workplace happiness for your team.
Can smaller businesses benefit from VeryGuest too?
Certainly, we are passionate about helping smaller hospitality businesses thrive. Our assessment and recommendations can benefit family-run guesthouses, Airbnbs and everyone else who has the basic operations set up but would like to level up and provide a memorable, repeat-worthy experience rather than just accommodation, food or trip. Contact us to discuss the details.
Barbara Tori s.p.
Ljubljana, Slovenia
Available for worldwide assignments
Related businesses: bScribe, Marketing Communications
2022 © VeryGuest. All Rights Reserved.
