EXNOVO Performing Value®- Real Estate, Legal and Hospitality Consulting Company

Oriol Roca

I used the MysteryGuest service provided by EXNOVO Performing Value. I wanted to know how hotel guests evaluate my tourist establishment and which areas required improvement. A hospitality consultant from EXNOVO played the role of a hotel guest and based on the criteria provided by our team evaluated our hotel facility. He assessed not only the quality of the services offered but also the competence of the hotel staff and their ability to operate under pressure during unexpected situations. He also helped us to optimize the booking process. Having limited number of staff, it is not always possible to be at the clients’ disposal all the time, but we have managed to create an effective way of processing new reservations and answering questions. He pointed out which areas need improvement, how to increase sales of hotel services and the level of guests' satisfaction. EXNOVO team showed not only excellent knowledge of the hospitality sector but also highly developed interpersonal skills and precision. We are very pleased with the services offered and will certainly implement their suggestions to improve the operation and services of our hotel establishment.

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