We help you plan, design, and operationalize your guest experience.

Business Planning

Management Strategy

  • Market analysis and entry strategy

  • Research

  • Competitive benchmarking

  • Corporate strategy

  • Feasibility studies

  • Financial projections

  • Data modelling

  • Metrics and analytics

Guest Experience (GX) Strategy

  • Value proposition

  • Lifecycle

  • Guest communications

  • Guest journeys

  • Guest-facing employee journeys

  • Personas

  • Segmentation analysis

  • Signature moments

Brand Strategy

  • Brand values and purpose

  • Consumer and corporate positioning

  • Visual identity (logo, icon, colour palette, font, etc.)

  • Tone and manner

  • Sensory expressions (e.g. sonic)

  • Brand partnerships

  • Brand architecture and management

Design

Product

  • Concept planning

  • Architectural design review

  • Interiors (including seating)

  • Amenities

  • Food & beverage

  • Uniform design

Service

  • Employee value proposition

  • Curriculum development

  • Service proposition

  • Sequences and SOPs

  • Service language

  • Training modules

Digital

  • UX/UI

  • Experience design system

  • Digital products (new build, feature development, scaling)

  • Service blueprints

  • Accessibility compliance

Operationalize

Build-out and Testing

  • Hotel development management

  • Prototyping

  • Strategic procurement

  • Multivariate testing

  • Digital product development

Staffing

  • Recruiting and interviewing

  • Training (initial, recurrent, on-the-job)

  • Onboarding

  • Placement services

Performance Management

  • Guest journey management (NPS and other KPIs)

  • 360 team member surveys

  • Guest surveys

  • Passive digital analytics

  • Mystery shopper