Guest Experience Analysis

See your hotel how your guest sees it, find your hidden issues, and fix them.

Guest Experience Analysis

Running a successful hotel requires meshing many disciplines, whilst maintaining an air of effortlessness to your guests. Like a house of cards, if one of those disciplines falters it can have a huge effect on your guests’ experience

A few years ago we ran, and in fact still run, an international training company. We realised that our subject areas were a perfect match for the hospitality industry. Our Guest Experience Analysis will give you a complete breakdown of how your guests’ experience can be improved

The Guest Experience Analysis will look at your staff culture, leadership, and how those fit with the perceptions and expectations of your customers

Our report will also include a corporate view, with the emphasis on Lean and Business Improvement, Health and Safety, and softer skill such as conflict resolution and change management

Bad news is often filtered and amended before it gets to the senior lead team. Our Guest Experience Analysis will remove those filters and give you the true picture... your hotel as your guests experience it

Some of the issues we've found

Just a handful of those hidden issues we have identified for our clients, saving large sums of money and reducing customer complaints

Food poisoning

For one customer stuggling with outbreaks of food poisoning, we identified the hotel's own customers as the source of the outbreaks, exacerbated by cultural issues

Early involvement

Outdoor showers are very romantic, but not if guests on higher floors can see in. We highlighted this issue at the build stage, saving time and money

Communication

Your communication with guests will be discussed, guest gossip can kill your hard work. We can help fix your comms issues

Culture and Leadership

From minesweeping drinks, to selling drugs, we have found all manner of staff issues. Culture and leadership are linked, we can help you on the path to world class

Pre Soft opening

Get one room to spec and we will find your practical issues. One hotel had installed huge rainfall showers, but because the drain was too small the whole room flooded

What we can do for you

Some of the tools and techniques we use

Organisational Psychology

Our applied psychologist will help with your culture, communications, hotel and guest expectations, and also E and D

Leadership

Our leadership specialist will tighten your structure and create the professional face of your hotel

Business Improvement

Our Lean practitioner will help you remove waste and streamline your processes

Soft Skills

We can help you with softer skills... change management, dealing with difficult situations, and equality issues

Health and Safety

We can help carry out in depth risk assessments to keep you in line with legislation, and keep you out of court

Anywhere in the world

We have worked with hotels in the UK, Europe, and the Caribbean. We will come to you anywhere in the world

If you need more info

Talk to Simon and Tracy

simon@morris-consultancy.com - +44 (0)1946 825 552 or +44 (0)7988 605 661

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