Quality customer service is integral to maintaining a relevant presence in the tourism industry. To ensure that your facilities and team are up to standard, periodic evaluations by a company that specialises in the industry is necessary.
Our hospitality evaluation division team has more than 12 years’ experience undertaking integrity audits, quality assurance reviews, and touristic infrastructure analysis. We provide organisational development tools to operators in the hospitality and leisure industries and to government institutions to improve customer service delivery and standard compliance.
Assessment of your current operational performance using our intelligent reporting system and pinpointing areas for improvement helps your businesses find their competitive edge. Experienced consultants implement changes by training teams or providing practical recommendations to improve your service. Your business will immediately realise the benefits of undertaking a quality assurance audit.
1. Quality Performance Reviews / Brand Compliance Audits
Branding in the hospitality industry is challenging since the product offering is generally located in various cities, regions or countries where many different cultures, owners and management companies are involved. Brand Compliance Audits align your organisation and ensure consistency. We customise each brand compliance program to meet your needs and business goals.
2. Guest Experience Audits
Customer service is crucial in the hospitality industry. If your guest's were not pleased with the service they hoped to receive at your property or if they did not feel they have been treated as a valued customer they may openly share their experiences with the world on various online portals. Guest Experience Audits combat such development and ensure your customers receive the service they expect time and time again. We measure objectively crucial aspects of the guest experience that affect guest satisfaction and loyalty.
3. Integrity Audits
Since management cannot oversee every cash handling transaction it is important to verify all sales are accurately recorded and accounted for. Although there is no reason to believe that your employees are dishonest, research shows that employees in restaurants and bars may deviate from standards and procedures by opting to give discounts or free food and drinks to regular guests or friends. Such practices reduce restaurant inventory and result in financial losses. Identifying signs of internal theft and dishonesty is the first step in creating an environment of trust. Integrity Audits are a valuable tool to better understand the current sales and service process and determine where weaknesses or risks exist.
4. Touristic Infrastructure Analysis
The tourism industry has grown steadily over the past decades and it is one of the fastest growing sectors in the world. The industry is directly linked to the socio-economic development of a country and for many developing countries tourism is the main source of income. The WTO estimates that tourism accounts for 12 % of GDP in advanced economies, 40% of GDP in developing economies and up to 70% of GDP in small island economies. We assist national tourism authorities to assess the touristic infrastructure in a destination by evaluating all areas a tourist would encounter. The evaluation includes airports, transport, tourist information centers, restaurants, visitor attractions and accommodation units. A detailed analysis will highlight any areas for improvement along with recommendations.
5. Hotel Classification Programmes
Hotel ratings are often used to classify hotels according to their quality. The initial purpose of classification programmes was to inform travellers on basic facilities of the establishment. From a traveler's perspective, hotel reservations are a future purchase without the option to try and see the product / establishment. Classifications therefore serve as an indicator that should provide confidence to the traveler.The accommodation sector is highly diverse and managed frequently by individual entrepreneurs or small enterprises. Classification systems provide a coherent framework to ensure consistency. Additionally, standardized accommodation lists help tour operators and travel agencies develop customized products.
We assist government agencies in the development of their scoring tool and measure the compliance of individual hotels, apartments and guest houses for example.