Standards Management
Customer experience determines whether or not someone returns to your establishment, and consistency is a key success factor in the hospitality industry.
We can support you in improving your business by helping you to define and manage your standards that go beyond procedures to create the emotions and atmosphere you want guests to experience.
Engage with us to ensure your standards meet today's expectations.
- We help you determine your standards
- We advise how to communicate and train those standards to your team via initial implementation plans in all departments
- We assess your standards via mystery shopping and report accordingly
- We advise how to rectify those standards that do not meet your guest expectations
FACT!
Existing customers are 50% more likely to try new products and spend 31% more when compared to new customers.
“It takes months to find a customer… seconds to lose one.”
Vince Lombardi
Specialised Services
Wedding Audits
Our wedding mystery shopping service involves a prospective couple or an individual acting on their behalf, visiting your venue to experience the wedding consultation process firsthand. How are prospective clients made to feel during the initial visit? Are they leaving excited about what your business has to offer?
Our trained assessors evaluate every touchpoint of the wedding-planning experience, from the first phone call to the venue tour, tasting, and proposal presentation. We capture the emotional journey that influences whether couples choose your venue for their special day.
Coffee Shop & Hospitality Outlet Audits
From coffee shops to hotel bars, we assess individual outlets with the same attention to atmosphere and emotional connection. Our assessors evaluate not just the quality of service and product, but how the space makes customers feel.
Are they welcomed warmly? Does the environment encourage them to linger or return? We understand that every hospitality touchpoint, no matter how small, contributes to your overall brand experience.
"It is a genuine pleasure working with Rosemary and the team at Real Experience. Her professionalism, personable approach and deep understanding of the hospitality industry are evident in every interaction. What sets Real Experience apart is how well they align their reporting with the specific service standards and brand priorities we have set at Castleknock Hotel."
Find Out More
Get in Touch