JOMEPremium CX

Guest experience reviews for restaurants, bars and hotels

Premium is in the details. We find them.

We visit your venue as an anonymous guest, from the entrance to the goodbye, and show you exactly what to fix so your customers have a more premium experience.

What you gain

Better experiences grow better businesses.

Customer experienceReputationNew clientsRepeat visitsRevenuePremiumdetails

  • Customer experience

    Every detail lives up to the promise of your room, from the entrance to the goodbye.

  • Reputation

    Fewer small frustrations, better reviews and more photos worth sharing.

  • New clients

    Word of mouth and social media bring the guests your venue was built for.

  • Repeat visits

    Guests who feel looked after come back, and bring others with them.

  • Revenue

    Premium guests spend more and accept premium prices more readily.

Why a guest’s eye

Your guests notice what your team no longer sees.

Every team stops seeing its own venue: the marked glass, the wobbling table, the crates by the bar. Guests see them on their first visit, and judge the whole evening by them.

An example from a review

Every finding, clear enough to act on the same day.

Example finding · Champagne service

Champagne should feel like a celebration, not a measurement.

Observation

Champagne arrives in a narrow flute filled to the brim, with CE, M25 and 0,1 l markings printed at eye level.

Effect on your guests

Champagne is the drink guests photograph and share. Every photo shows the measuring marks, online and under your name. The moment feels measured rather than celebrated, and guests carry that impression into the rest of the evening. It no longer feels like a premium experience, and that shapes how they judge your whole venue.

Recommendation

  1. Serve champagne from the bottle, from a 0.2 l piccolo up, opened and poured at the table.
  2. Pour into clean, unmarked crystal: no lines, no logos, no print. Bottle service needs no fill line on the glass, so you stay compliant.
  3. Choose a tulip glass over a narrow flute, and polish every glass before service.

How it works

We visit as guests. We report as experts.

  1. 01

    The visit

    Unannounced, as a regular guest, from the entrance to the goodbye.

  2. 02

    The report

    Every finding with photo evidence, its effect on your guests and exactly what to do.

  3. 03

    The plan

    What to fix in the short term, the medium term and the long term.

What we review & what you receive

Every moment your guests notice, in one complete, illustrated report.

From the first step through your door to the goodbye, we review the whole visit as an anonymous guest. You receive every finding with photo evidence, its effect on your guests, exactly what to do and what to use.

What we review

The whole guest journey. Ten areas, from the street to the door.

  • 01EntranceSignage, lighting and the first impression from the street.
  • 02WelcomeHow guests are greeted and seated in the first minutes.
  • 03AmbienceLight, sound, scent and the feel of the room.
  • 04DrinksGlassware, temperature and how every drink is served.
  • 05FoodPresentation, temperature and the right tools on the table.
  • 06RoomsThe room itself: cleanliness, bedding, sound, light and the small touches.
  • 07FacilitiesSpa, pool, gym, restrooms and every shared space.
  • 08DetailsTables, chairs, signage and everything else in the guest's eye.
  • 09Bill & paymentThe last impression, from asking to paying.
  • 10GoodbyeThe farewell, and what guests carry out the door.

What you receive

A list of our findings: where you can create a more premium experience for your customers.

  1. 01
    What we found

    Five to ten concrete points from the visit, in the order guests meet them.

  2. 02
    What guests feel

    How each one changes the way the visit feels, and what guests carry away with them.

  3. 03
    How to fix it

    What to do and what to use, clear enough to start the same day.

  4. 04
    The plan

    Short term, medium term and long term — in the order that pays off first.

The founders

Two people who notice everything.

John Turcus

Co-founder

Fifteen years of award-winning corporate experience with a focus on customer experience. Currently Global Lead Customer Experience, Strategy & Programs at MediaMarktSaturn.

Medina Ulubaeva

Co-founder

Experienced Hotel Professional, now specializing in Community Management, Customer Experience & Journey Design