Florence Felixine

I am disappointed!! The establishment looked much more qualitative in the catalog, the experience is not up to our expectations and we will not return!

This is the sentence I heard behind a reception. It is the sentence that every independent hotel manager dreads and the one that costs the most.

You have invested in great communication.

Your establishment has a soul, an identity, something that large chains cannot replicate.

But if the lived experience does not live up to the promise made, your customers do not return.

They do not recommend.

And every low season reminds you of it.

I am a Customer Experience & Communication consultant so that what your customers experience lives up to what you have promised them and makes them want to return.

Specifically:

I audit your establishment, I make actionable recommendations, and then I support you in their implementation.

I work on the entire customer journey: reception, communication, catering, teams

Results from missions carried out:

+10% occupancy rate per year for 3 years in a holiday park establishment

+16% more reservations generated during the off-season

Better year-round team retention and seasonal staff loyalty

I am from Martinique, I have lived in mainland France for over 10 years and I have traveled all over the world alone and with my family.

What I always remember from my stays are not the beds or the breakfasts.

It's the interactions, the way I was welcomed, surprised, transformed.

I am convinced that this is exactly what a customer is looking for when they choose an independent hotel.

Not just a roof but also an experience, and that is precisely what I strive to build with you.

Are you managing an independent hotel and want to make your customer experience an asset to fill your rooms during the off-season?

Send me a message to discuss it.