Discovery

Our initial approach with every client begins with an onsite visit to their property, engaging directly with staff members, conducting thorough research of their online presence, and forming a comprehensive overview of their business.

Insights

Front-line employees often see challenges that management might miss, but their insights are usually overlooked because they’re not asked or feel uncomfortable sharing. Bringing in an outside consultant can help create a safe space for staff to share their thoughts and ideas. This often leads to valuable feedback and new ideas from employees who feel their input is appreciated and respected.

Reputation

After an initial guest overview and an analysis of employees’ feedback, the final step is to evaluate the hotel’s online reputation, which is a crucial metric for assessing the hotel’s market position. A strong online presence can justify premium rates, while lower ratings may deter potential guests from booking. Being transparent and upfront about any issues can help manage guest expectations and improve the hotel’s online reputation.

Scoring

Our assessment finishes with two distinct scores using our proprietary scorecard system. The first score reflects the guest experience perspective, while the second offers a technical and professional evaluation from our consultants. Both scores adhere to a standardized grading scale from 1 to 10, highlighting the property’s strengths and areas for improvement.