GuestHouse has been a client of ours since 2022, right after opening their first hotel in Bath. Currently, they have sites in Brighton, York, Bath, and Margate, and we do mystery assessments at all of them. The hotels have some wonderful quirks – from the pantry full of snacks that can be raided by any guest at any time, to the record players in each room, among many other things that make each hotel unique. Our mystery assessors have certainly enjoyed the mixture of lavish and fun – but how has your feedback helped GuestHouse Hotels?
When GuestHouse first came to us, they wanted to ensure that their "guest journey promises" were being executed by their team, and to redefine their service standards. Our questionnaires for these visits cover the guest journey from start to end, even occasionally incorporating the spa! This means our mystery assessors have fed back on the greeting they received at reception, the journey up to the room, the state of the room itself, dinner at the hotel, and the hotel’s facilities. Service sits at the heart of everything, and with the detail provided by you, GuestHouse have managed to identify any places for improvement, and ensure these standards are being hit.
Since working with us, GuestHouse has boosted their guest experience across all areas:
15% increase in service standards for their dinner offering
21% increase in overall experience
7% improvement across spa treatments
And this is only the beginning! With your help, GuestHouse can easily track the levels their service standards are at, and continue to grow as a business. The Head of People & Culture at GuestHouse said about us, “We have used their feedback forms to train our team and have seen tangible improvements in all departments.” Huge thank you to our mystery assessors! Helping to improve the hospitality industry is what we’re all about at HGEM, and the unbiased detailed feedback written in reports by you is what makes that happen.
