Customer Experience in hotels
Do your services fully satisfy your guests during their stay at your hotel?
Customer Experience in hotels
Do your services fully satisfy your guests during their stay at your hotel?
The diversity of accommodation options and the rapid evolution of customer expectations are profoundly reshaping the hospitality landscape.
Our approach to customer, employee, and brand experience offers a 360° vision to help you optimize your operations and positioning. It also fosters a customer-centric corporate culture.
No matter what type of guests you host, it is essential that they enjoy every aspect of their stay, that your employees proudly represent your brand, that your branding is strong, and that your local information is up to date where it matters most.
Mystery shopper
Real Consumer. “Real Consumer” mystery shopper evaluations allow us to simulate the experience of a real customer throughout their stay in your hotel. These evaluations provide valuable insights to verify the compliance of your service standards, the perception of service received, and to identify potential inconsistencies. Moreover, they help guide your managers to ensure uniform performance at different stages of the customer journey and from one hotel to another.
Performance audits. Performance audits are essential for ensuring high-quality service and optimal customer satisfaction in the hotel industry. In addition to mystery shopper evaluations, performance audits provide a thorough analysis of all aspects of your establishment. These audits measure operational efficiency, consistency in service standards, and adherence to industry best practices. With rigorous evaluation tools, we examine every facet of the customer experience, from booking to check-in, including in-room services and facilities.
Continuous Survey – Voice of Customer
Thanks to our Hexia platform, our continuous survey programs allow you to capture your clients’ overall satisfaction in real-time, whether during or after their stay. This powerful tool helps improve service at the front desk, concierge, cleanliness and comfort of the rooms, as well as the various amenities and services offered by your establishment. You will be able to track various customer experience indicators, including satisfaction at each stage of service and the Net Promoter Score (NPS). Additionally, you can quickly respond to concerns from dissatisfied customers and encourage your promoters to share their opinions online.
Hexia.local
Hexia.local is an essential solution for optimizing your hotel’s local presence and reputation. Faced with growing expectations and fierce competition, it helps you streamline the management of local information, such as check-in and check-out times, amenities, and promotions, to attract travelers with a strong intent to book. By leveraging customer reviews from sites like TripAdvisor, Google, and others, Hexia.local enhances your online reputation and allows you to respond effectively to feedback. Our advanced sentiment analysis tools and reports ensure informed decisions to optimize your local presence.
Comprehensive Solutions in the Hotel Industry
Explore how Lanla and its customer experience, employee experience, and brand experience offerings can contribute to the success of your hotel.
Positioning and NPS Surveys
By combining our respondent panel with your customer lists, we can measure your hotel’s brand awareness, brand perception, as well as the stay habits and motivations of your loyal, occasional, and potential customers. You will be able to clearly position your services against your competitors, identify areas for improvement, and implement effective action plans to propel your establishment to the top of the market.
Employee Engagement Survey
Our employee engagement surveys identify obstacles that hinder motivation and satisfaction among your staff, whether they are in reception, maintenance, management, etc. These annual studies provide a detailed diagnosis of engagement, highlighting areas needing improvement and allowing for the implementation of concrete actions to retain your employees.
Conferences and Training Workshops
Our training programs focus on improving customer satisfaction, employee engagement, managing customer expectations and detractors, and more. By utilizing the collected data, we raise awareness among your managers and staff about the importance of an exceptional customer experience while fostering the implementation of a customer-centric culture. This will enhance team engagement and motivation. Investing in employee training has been shown to increase customer satisfaction by 15% and reduce employee turnover by 25%.
Data Analysis and Valorization
Our personalized approach allows our experts to identify the specific objectives and needs of your hotel to maximize results and turn data into strategic assets. The deliverables, tailored for the managers and executives of your establishment, focus on the operational elements that have the greatest impact, whether it be for reception, services offered, or hotel management.
Brand identity, communication tools, and digital marketing
Whether you are looking to refresh the visual experience of your establishment, create a distinctive identity reflecting the essence of your hotel, or optimize the presentation of your services, we are ready to turn your aspirations into reality. Our expertise includes graphic design for internal and external communications, creating memorable brand experiences through your website and physical spaces, as well as designing visual materials such as brochures and special promotions. By aligning strategy with creativity, we ensure optimal customer interaction and a lasting connection with your hotel brand.
