|
Quality Assurance Surveys
Testing all products
and services against your company’s standards – If no standards have
been established, we’ll assist you with minimum operating standards
for each department (there’s no charge for that). The survey starts
with the operative making his/her own reservations and providing the
client with a detailed report about the reservations agent’s
telephone skills, selling versus order taking, etc.
The property’s services are reviewed right from the start. The
arrival, the check-in and the rooming. We do inventories of the room
itself, the bathroom amenities, and the contents of in-room guest
information folders (we also ensure that materials are not
outdated).
During the stay we test all services available (unless instructed
otherwise) – our reports usually cover approximately 1,200 standards
for a full service hotel or resort. We call housekeeping with usual
and unusual requests to see the response. We test the resort
operators, wake-up service, concierges and maintenance. If
specified, we contact the property’s sales and catering department
to get information regarding group bookings. At some properties we
even tested the security by attempting to walk into the
back-of-the-house and enter the employee café.
Food and Beverage is reviewed objectively and realistically, by meal
period, by restaurant. Each report shows the arrival time, time of
order, time of delivery of the food, appearance of the server, bus
person, bartender, etc., and a brief description of food
presentation, portion size (if applicable) and any possible
deviation from the menu description. If employees wear nametags,
names of employees are mentioned in the report for future reference.
1 | 2 |
3
|
