Is It Time to Rethink Your Guest Experience?
You should engage IMH when:
- Guest satisfaction scores are slipping, or brand service audits are underperforming
- Online reviews mention inconsistent service, cleanliness, or value
- There's no clear accountability for service breakdowns
- You've experienced staff turnover or operational changes
- You need a structured plan to improve scores and protect your brand reputation
If you're hearing the symptoms but don't know the cause, IMH gives you the clarity and tools to make it right.
What We Deliver
Mystery Shop Programs with Actionable Insights
We assess key guest touch points – front desk, housekeeping, amenities, and loyalty program execution – with detailed qualitative and quantitative feedback.
Online Review & Sentiment Analysis
We analyze guest sentiment across all major platforms, helping you isolate patterns, identify performance gaps, and track improvement.
Brand Compliance & Service Culture Audits
We evaluate how well your property is living up to its standards, then help align staff behavior, communication, and service delivery to exceed them.
Coaching Plans & Workflow Optimization
We work with your managers and staff to streamline service delivery, reduce friction in daily operations, and build sustainable accountability.
