Expert guest experience guidance for businesses aiming to enhance their value.
I help hospitality businesses tackle a crucial industry shortcoming: ironically, that’s the hospitality experience itself.
In the decade working in various roles with resorts in the Maldives, including living on-site, I have directly observed the significant value that expertly managed guest experiences can provide. Adding to that my backgrounds in marketing, state protocol and project management, I am uniquely positioned to help you level up hospitality—a key selling point often aimed for but seldom fully delivered.
Reach out to learn how to start truly fulfilling the hospitality promises that your competitors merely scratch the surface of.
Merely delivering the service isn’t enough; true hospitality means giving guests more than their money’s worth. What delights guests and consequently drives business success is elevating the experience beyond the expected standards.
You cannot differentiate on product and do not want to compete on price. Your best and most viable strategy is an exceptional guest experience.
There's only so much value in your product alone. To achieve premium pricing and higher margins, a great product must come with a great experience.
Revenue increases when you proactively offer experiences that cater to guests' needs.
Delighted guests are likelier to return, choosing your experience over your competitor's price, thereby driving loyalty and increasing guest lifetime value.
Exceptional hospitality turns delighted guests into a powerful and cost-effective salesforce.
A culture of outstanding guest experience creates an environment where top talent wants to work and stay.
Agility and responsiveness are paramount. Quick feedback loops enhance experiences for current and future guests, keeping you relevant and guest-centric.
Streamlining operations to prioritise guest experiences reduces time spent on routine tasks, enabling a more focused and anticipatory approach.
Use my expertise so you can focus on excelling in yours.
Recommended first step
You can’t build sandcastles on a shaky foundation. Without a solid guest experience that adds value at every touchpoint, even the best hospitality businesses can crumble.
What is guest experience?
Originating from the concept of customer experience (CX), guest experience encompasses how a guest feels about every interaction they have with your company. Guests today are experience seekers, driven by convenience and shaped by the high expectations set by their most recent outstanding experiences. To increase sales, build loyalty and fulfill your customer promise, it is essential to excel in every single interaction.
What drives a positive guest experience?
Guests today are intolerant of businesses that entice them with appealing offers only to exploit them later. Instead, they seek to trust the companies they engage with, expecting relevant, customised attention, effortless transactions and swift resolution of issues. If a business has robust recovery strategies for when problems arise, that’s even more reassuring. In essence, guests want to feel confident that they’ve made the right choice in how they spend their time and money.
What are the benefits of a remarkable guest experience?
Nowadays it is difficult to compete on product and price, so guest experience can provide differentiation. Satisfied guests tend to 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 can 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.
How you evaluate the guest experience?
I have developed a comprehensive evaluation method that delves into every aspect of the guest journey. Through mystery visits or collaboration with your team, we examine each interaction, focusing on personalisation, transparency, operational ease, communication, and more. We deliver a detailed, unbiased status report, highlighting your strength and identifying room for improvement. We can take it from there with tailored recommendations and assist you in devising and implementing a strategy to help you reach your business goals by setting your venue apart based on a remarkable guest experience.
Can smaller businesses benefit from your services?
Certainly, it’s the boutique hospitality in particular that can reap the most benefits. Get in touch with information on where your pain points lie and we will look into your challenges to see if we’re a fit and it’s the guest experience expertise that could help you solve any of your hospitality business issues.
Barbara Tori s.p.
Ljubljana, Slovenia
Available for worldwide assignments
GX management | mystery visits | training | consulting
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