hospitality ventures management group

The description Good is typically defined as something that is adequate or satisfactory. Not the exact words used to characterize something to "shout from the rooftops and tell the world".  However, the word Excellence is defined as superior or first class. When experiencing Excellent service, it’s remembered.  It’s an experience guests tell others about - filling out comment cards, writing letters, posting on social media sites and most importantly, returning to the hotel again and again.

At HVMG, our Guest Service Platform is all about changing Good into Excellent.  It’s about a more focused effort and a fundamental shift in outlook which yields significantly improved guest satisfaction results.  Taking the guest experience from Good to Excellent is the primary driver of HVMG’s Guest and Brand Excellence Team. Our goal is to maximize each hotel’s financial and quality operating results by improving property tools and resources which contribute to an excellent guest experience.

If your hotel is currently in Service/QA Default, Failure or Red Zone, or an unacceptable status, let HVMG’s Guest and Brand Excellence Team work with you to develop a customized plan to help your hotel succeed.

A sampling of the services that our team can provide includes:

• Service Excellence Guest Service Audits for Improvement Opportunities
• Analysis of Brand Guest Satisfaction Scores
• “Success Plan” Development Using the HVMG Service Pillars – “A Blueprint for Success”
• Support Curing the Hotel’s Service/QA Default or Red Zone Status
• Guest Focus Groups and Follow-up Review with the Hotel’s Leadership Team
• “Service Excellence” Training for Hotel's Leadership Team and Associates
• Brand Standard Compliance Reviews