Case study: from evaluation to guest experience improvements at a boutique hotel in Slovenia
Project overview
→ Property segment: small boutique hotel with a restaurant and wellness facilities
→ First stage of the project: mystery guest stay (3 days/2 nights) and diagnostic review of the entire guest journey – from the initial enquiry through to the post-stay stage
→ Scope of the project: a detailed written report with findings and recommendations, followed by an in-person debrief with the hotel owner and manager within 10 days of the visit. After a one-month implementation period, the project moved into a second phase. This included the development of SOPs and communication guidelines, onboarding materials for new team members, strengthening the existing team’s product knowledge, management support and advice on processes needed to deliver the hotel’s boutique promise more consistently, as well as sales training tailored to boutique hospitality.
What the mystery guest visit revealed
Communication and knowledge sharing
Information about the hotel, its offer and ways of working was not communicated consistently across the team. As a result, the quality of information and recommendations received by the guest varied depending on whom they spoke to.
The issue was not a lack of commitment from the team. Knowledge had simply not been systematically documented and shared with everyone. Service quality therefore often depended on the individual employee rather than on clearly defined standards.
The guest journey was not equally strong throughout
The hotel had a well-developed concept, a high-quality offer and several distinctive strengths, but these were not reflected equally across every touchpoint of the guest journey – from the initial enquiry through to departure.
A strong story alone does not guarantee a consistent boutique experience. Without a shared understanding of expectations and clear guidelines, each employee interprets boutique hospitality slightly differently.
Untapped opportunities to create additional value
Several opportunities were missed during the stay to introduce the hotel’s additional services, recommend local experiences and enhance the guest’s overall experience.
The team did not need a more aggressive sales approach. They needed greater confidence, stronger product knowledge and clear guidance on how to offer additional value at the right moment in a way that feels natural and appropriate for boutique hospitality.
How I addressed the findings
Operational standards
I developed standard operating procedures (SOPs) that aligned the delivery of key processes, reduced dependence on individual employees and made day-to-day work easier for the team.
Communication guidelines
I created a clear framework for guest communication, helping the team present the hotel, its services and its story more consistently across every touchpoint.
Onboarding and knowledge sharing
I developed onboarding materials for new team members and structured the transfer of product and operational knowledge so that essential information no longer remained with only a few individuals.
Support for management and the team
I advised on work organisation, team alignment and the processes needed to deliver the hotel’s boutique promise more consistently. I also trained the team in sales techniques that create additional value for both the guest and the hotel without feeling intrusive.
Investing in guest experience pays off
→ Indicative investment on your side: €2,000–5,000. For many boutique hotels, this is comparable to the revenue generated by approximately one to two weeks of premium room nights at around €300 per night, excluding additional guest spending.
→ The cost of inaction: missed opportunities to strengthen guest trust, generate additional revenue, encourage repeat visits and increase referrals.
