How The Ascona Group Approaches Hotel and Resort Quality Assurance.

Announced or unannounced visits by a highly experienced hotelier, who knows what to look for.

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***Studies show that 96% of customers dissatisfied with an organization's services don't actually complain.***

If you don't get customer complaints, that does not mean that everything is okay.

It may only mean that non-complaining customers are quietly accepting conditions they dislike, and are planning never to return.

The Ascona Group has been instrumental in helping to improve quality control in the hospitality industry worldwide since 1987.

Our quality control programs help the maintenance or improvement of your quality standards, and contribute to making your guest satisfaction and profit goals become reality.

We test all products and services against your company's standards.

If no standards have been documented, 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.

Or, if we make the reservation online, we'll describe what that experience was like in detail.

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itself, the bathroom amenities, and the contents of the in-room guest compendium (we also ensure that materials are not outdated).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 hotel 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 the order, and time of delivery of the food.

We describe the appearance of personnel on the floor, and provide a brief description of food presentation, portion size and any possible deviation from the menu description.

If employees wear nametags, names of employees are mentioned in the report for future reference.

It goes beyond saying that we can customize our surveys any way you wish.

We also perform quality assurance inspections for branded, select service hotels.

We do NOT send you an awkward 80-page report.

Both your corporate personnel and property management teams can access all individual departmental reports online, through our secure website.

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Allow us to audit the quality of your property twice a year. It will actually improve your bottom line.

Please let us know when we may discuss your hotels' and resorts' needs.

Please call us with any questions you may have!

+1 (505) 870 - 6393 - Or send us your questions or comments.

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