Guests notice every gap. We’ll close them first.
Hospitality customer experience consulting from people who ran service at Disneyland Paris and Club Med. We map the guest journey, fix the handoffs between booking, stay and after, and build the feedback loop that keeps it that way.
Where the guest experience slips
Rarely at the front desk. Usually in the handoffs nobody owns.
The booking promised something the stay didn’t.
Marketing, reservations and operations each describe the stay differently, and the guest arrives expecting the version they read.
Reservations can’t see what happened last time.
A returning guest calls and starts from zero. Preferences, complaints and loyalty status live in three systems that don’t talk.
Reviews get answered, not acted on.
Someone replies politely to every review. The same complaint about check-in shows up again next month.
Service depends on who’s on shift.
Great staff make up for missing processes, until they leave or the season peaks and new hires fill the gaps.
Guest experience consulting across the whole stay
A stay starts weeks before arrival and ends long after checkout. We work on all of it.
Before arrival
Booking, confirmation and pre-arrival contact that set the right expectations and answer the questions guests actually ask.
On property
Check-in, requests and recovery. Clear standards and the authority for staff to fix a problem on the spot.
Reservations and contact center
The phone, chat and email team, staffed for the season and able to see the guest’s history.
After the stay
Surveys, reviews and complaints turned into fixes with owners, so the next guest doesn’t hit the same gap.
Outsourcing reservations and guest support
Seasonal demand, time zones and languages make outsourcing common in hospitality. It works when the partner feels like part of the property.
- Clear scope: before, during or after the stay
- Staffing that follows the season
- Access to the guest’s history in your PMS
- Your brand standards and recovery rules
- Native coverage for your main markets
- Weekly QA against your scorecard
How we help hotels and resorts
Journey Mapping
The guest journey from booking to review, built from real data, ending in a ranked fix list.
Voice of the Customer
Guest surveys and reviews routed to the team that can fix the cause, with the loop closed.
Contact Center Consulting
Reservations and guest services staffed for the season, with QA that grades the outcome.
CX Assessment
A six-week hospitality CX audit across every team that touches the guest, ending in a roadmap.
We’ve run guest experience ourselves
Hospitality is where some of us learned service: at scale, across languages, with guests who remember every detail.
More about us
Edvin Cernov
Led customer experience at Canada Goose and Mejuri, and has run every part of the function: contact centers, outsourcing partners, CX technology, voice of customer and strategy. Cares about frontline teams, clean data and technology that actually helps.
Patrick Louis
Twenty years leading service and sales operations for global brands in Europe and North America. Cares about teams that own the outcome, not the script.
Not sure where to start?
The six-week CX assessment looks across booking, stay and after, and tells you which gaps cost you the most guests.
Free advice while you think it over
All articlesTell us where guests get let down.
Fifteen minutes, no deck. Bring your reviews and your biggest complaint, and you’ll leave knowing where to start.
Book a free 15-min call Rather write? hello@rethinkcx.com