TheGuestFlow Method
At TheGuestFlow, we analyze both service efficiency and the warmth of hospitality.
While service ensures speed and compliance, hospitality fosters emotional connections. Our comprehensive approach balances both to create an exceptional hotel experience.
Service vs. Hospitality
While service focuses on efficiency and fulfilling requests, hospitality is about creating emotional connections that make guests feel valued.
Service is transactional – Hospitality is personal
Service is quickly checking in a guest. Hospitality is calling them by name and welcoming them like an old friend.
Service is reactive – Hospitality is proactive
Service is professionally handling a complaint. Hospitality is preventing the issue before it arises by understanding the guest’s expectations.
Service is standardized – Hospitality is emotional
Service ensures a clean space. Hospitality ensures the guest feels at home.
Service follows steps – Hospitality anticipates needs
Service is delivering the menu on time. Hospitality is recognizing a guest’s preference and suggesting their favorite dish before they even ask.
Service is an expectation – Hospitality is what makes a hotel unforgettable
The three fundamental pillars of our method are:
Through a full immersion in the property during an agreed stay, we conduct a comprehensive analysis of the establishment.
1. Hotel Efficiency Report
A quantifiable report that evaluates the hotel's operational efficiency by measuring performance in each key area. It provides an overall score and a quality index by section, allowing for precise identification of opportunity areas that impact the average score and facilitating strategic decisions based on real data.
The report is complemented by qualitative comments and photographic support, ensuring clear, structured, and actionable insights.
2. Emotional Prints
A report focused on the guest’s emotional perception, evaluating the intangible aspects that influence their satisfaction and connection with the hotel. It analyzes how hospitality, ambiance, and service impact the experience, providing a detailed quality index by section to optimize guest loyalty and hotel differentiation.
3. Hotel Hackbook
A creative and strategic report that compiles innovative ideas generated during the stay. It includes solutions to identified issues, trends transforming the hospitality industry, improvements in space distribution and usage, as well as easily implementable recommendations—all aligned with the hotel's identity and essence to enhance its value proposition.