Guest Experience Consulting
For hotels, resorts, and F&B brands that know the difference between a guest who leaves satisfied and a guest who never stops talking about you.
The Consultancy
The Guest Edit is a senior guest experience consultancy built on a simple conviction: the gap between a hotel's brand promise and what a guest actually feels is the most expensive gap in hospitality.
We close that gap. Not with generic frameworks or junior teams — but with the kind of precise, luxury-calibre thinking that most properties never get access to.
Years in luxury & lifestyle brands
Journey stages audited in every report
Signature Offer
Two nights. A senior set of eyes across your entire guest journey. A comprehensive report delivered within five working days. No invoice.
How it works
Jeroen stays at your property for two consecutive nights as a regular guest — experiencing everything your guests experience, with no shortcuts and no special treatment. Every touchpoint is observed, documented, and evaluated against the benchmark of your brand promise.
The result is a structured audit report covering all eleven stages of the guest journey, enriched with AI and design observations that most operations teams simply don't have the time or lens to capture.
The process
Most mystery guest programmes are operated by large agencies with rotating auditors. The Overnight Edit is different: it is always Jeroen — with fifteen years of luxury brand experience and a single focus on the quality of your guest's experience.
The report does not just identify problems. It connects those problems to your brand positioning, flags where AI and digital design can strengthen the experience, and gives you a prioritised roadmap rather than a list of issues.
The Exchange
The Report
The Guest Edit audit covers the complete arc of the guest relationship — from the first Google search to the moment a loyalty decision is made. Each stage is scored, described, and placed in context of the brand's own positioning.
Stages marked with AI + Design include a specific layer of observation on how technology and visual identity are either enhancing or undermining the experience.
01
Discovery & Online Presence
Search results, OTA listings, social media, and first impressions before a booking decision is made.
AI + Design02
Booking Experience
Website UX, booking engine flow, rate presentation, and the quality of confirmation communications.
AI + Design03
Pre-Arrival
Pre-stay emails, digital concierge tools, anticipation-building, and personalisation before check-in.
AI + Design04
Arrival & Check-in
First physical impression, driveway and entrance, greeting quality, and the check-in process itself.
05
The Room
Design consistency, amenity quality, in-room digital touchpoints, and how the space communicates the brand.
AI + Design06
Food & Beverage
Restaurant and bar experience, menu design and narrative, service style, and brand coherence at the table.
AI + Design07
Facilities & Common Areas
Spa, gym, pool, lobby, and all shared spaces — design, comfort, and service quality throughout.
08
Service & Staff
Consistency of warmth, problem resolution, and the degree to which staff embody the brand in every interaction.
09
Digital Touchpoints In-Stay
In-room technology, Wi-Fi quality, app experience, and digital service requests during the stay.
AI + Design10
Check-out & Departure
The departure experience, billing clarity, farewell quality, and the final impression left with the guest.
11
Post-Stay & Loyalty
Follow-up communication, review management, CRM and loyalty mechanics, and the likelihood of return.
AI + DesignServices
01
Signature
A two-night stay in exchange for a full eleven-stage guest journey audit. The entry point for any property that wants to know exactly where it stands — without the cost or complexity of a formal engagement.
Propose a stay02
Project
Co-creation of new or refined guest experiences — from arrival rituals and F&B service concepts to the brand behaviours that need to be felt at every touchpoint. Delivered as a detailed experience blueprint.
Start a conversation03
Ongoing
A monthly retainer for properties in opening, repositioning, or performance improvement. Regular working sessions, on-call access, and quarterly reviews — a senior advisor without the overhead of a senior hire.
Explore the retainer
About
Founder, The Guest Edit
Jeroen has spent fifteen years building guest experience from the inside at some of the world's most ambitious hospitality and lifestyle brands — including Nobu, Neom, and The Social Hub, where he served as a founding figure in shaping how guests feel at every touchpoint.
Working across luxury hotels, destination F&B, and large-scale lifestyle concepts has given him an unusually wide lens: he understands the rigour of a Nobu service standard, the ambition of a ground-up brand like Neom, and the human-centred thinking that makes a Social Hub feel like a place people genuinely want to be.
The Guest Edit is his way of bringing that level of thinking to properties that deserve it — without the overhead of a large agency and without the compromise of a junior team.
The Guest Edit was founded on the belief that the best guest experience is not the most complicated one — it is the most considered one. Every service, every report, every conversation is designed to move properties closer to that standard.
Areas of Focus
Contact
Whether you want to propose an Overnight Edit or talk through a longer engagement — get in touch directly.
info@jeroen-janssen.comTypically responds within one business day
Connect on LinkedIn