How could the guest experience be improved and elevated?
This package includes an initial fact finding meeting; first report on suggestions and concerns, including guest experience, room spec, brand positioning, value for money, service and atmosphere; a mystery guest overnight stay; and a detailed follow-up report on findings and a checklist of suggested changes.
The final document will report on all aspects of guest experience, including guest comms, booking process, welcome and check-in, room standard & cleanliness, F&B offer, comfort and service standards.
£1000, plus VAT and reimbursement for overnight stay.
How could the brand personality and concept be better perceived?
The above, plus a brand audit and detailed follow-up report that explores the hotel’s brand positioning and visual identity. We offer actionable solutions for creative direction, marketing strategy and storytelling. Guests identify with a backstory, and when woven into a brand identity, it has the power to add heritage and provenance; or innovation and entrepreneurialism.
The final written strategy will encompass identity & brand development; concept development; content marketing; guest services / experiences development; PR & Influencer strategy; and a ‘little black book’ of trusted design partners that offer preferential rates to Palette clients.
£2000, plus VAT and reimbursement for overnight stay.
How could procedures be improved, streamlined and standardised?
We spend two days* with your team and audit your standard rooming, reception, housekeeping, and bar and restaurant procedures. A follow-up report details our recommendations to ensure your operations are efficient and effective, which will also include a 'what if' troubleshooting guide for staff and new recruits.
We ultimately want to ensure that each guest receives the same level of service, and that it is consistant with the overall brand message.
£2000, plus VAT and reimbursement for overnight stay. * Please note that if more time is required, the final fee will be quoted after the initial consultation.
Are standards being upheld?
We offer a regular mystery guest service, whereby we will anonymously book a room in order to review the guest experience, customer service and room standard and cleanliness.
The fee includes a detailed follow-up report on findings: what was good, what could be improved, where service might be falling short comparitive to previous visits, and a checklist of suggested changes. Recommended quarterly.
£500 per quarter, plus VAT and reimbursement for overnight stay.
What about when things go wrong?
We offer a one day group workshop with your key team on how to handle and quickly resolve myriad customer complaints, including practical 'what-if' troubleshooting exercises, a study of avoidable and unavoidable complaints, and communication techniques that will turn an unfortuate mishap into a productive situation to ensure guests will continue to return time and time again.
Recommended for groups of six to ten FOH staff.
£1200, plus VAT. Please provide refreshments!
A pick n' mix of our specialties to best suit your needs. Looking for a combination of rooming procedure, housekeeping checklists and a mystery guest quality check? We got you.
Priced upon request, from £500, plus VAT.