Do you know what the typical guest encounters throughout their entire customer journey? You have high standards for your hotel and now you can make sure they are being met. Elite CX Solutions works with hotel groups throughout the country to improve the customer experience and drive growth. A comprehensive CX management suite will give you that competitive edge you are looking for.
Our TrueVoice CX program is a state of the art Voice of the Customer (VoC) tool that was created to give you a detailed look into your web presence. Know how your competitors are faring. Hear from your guests about previous experiences to tailor new customer journeys. Ensure your online presence represents your hotels in the best light possible. This data directs our attention to the areas that are most important to your guests.
Telephone Mystery Shopping is a great way to monitor the crucial beginning of the customer journey. It is your first opportunity to “wow” the guest before they arrive. It is also one of the best opportunities to increase the profit margin. Use this tool to train your reservationists to make the most of their unique opportunity with your customer. Don’t miss another opportunity to upgrade, upsell or to promote an additional service.
Once a guest arrives at one of your properties, they have high expectations and the need for a delightful experience without error. A combination of Video/Written/Audio/Telephone and Web mystery shopping can help your team learn to make guests comfortable while capitalizing on every opportunity for additional and premium services. Hidden Video Mystery Shops provide verifiable and actionable footage that can be used to create powerful training modules. We can incorporate Audio Recorded Mystery Shops of in-person visits and telephone calls to enhance the training program. Written mystery shops can help to add more data to the pool ensuring validation of the findings and enabling more associates to be evaluated.
For more information on how Elite CX Solutions can work to improve your hotel group through a comprehensive Customer Experience Management Suite, please contact one of our Business Development Managers at (727) 674-0300 or email us at Info@EliteCXS.com.
Written and video evaluations can be performed on any team member including but not limited to:
• Front Desk
• Environmental Services
• Food & Beverage
• Spa Reception
• Spa Attendant
• Fitness Center
• Pool Attendant
• Gift Shop
• In Room Dining
• Group Sales
• Guest Safety