Grant Kennedy, Group Hotel Support Manager, Eclipse Hotels Group At Eclipse Hotels Group, we pride ourselves on achieving the highest levels of guest satisfaction at all our hotels. But having worked in the industry for more than 20 years, I know it’s not that easy. With so many variables contributing to guest satisfaction, it’s challenging to identify the cause then research and source solutions all while keeping the hotels operating. Where do you start? Sameer Damji, EHG Managing Director, took inspiration from an exceptional guest experience and implemented it across our portfolio of hotels in Europe and the Caribbean. While on holiday with his family in the U.S., Sameer checked into a hotel only to find out that his room was not ready to accommodate them. After a phone call to the front desk to alert them of the issue, it was promptly addressed, and the crisis avoided. The problem recovery involved a call from housekeeping, delivery of the requested items and a follow-up call to evaluate his experience and satisfaction with the outcome. Impressed by the speedy resolution and incident recovery of the hotel’s operational teams, Sameer inquired about how they managed such tasks, and that’s how he first learned about Quore. Having an owner who is so committed to Customer Service Excellence, really makes a difference.