Our comprehensive hospitality review will evaluate every aspect of a property which could impact the visitor experience. This will include attitude, infrastructure and delivery of product and service.
What is Involved?
For the Physical Property, we evaluate the environment,
ease of access, signage, appearance and the condition of exteriors/interiors,
specifically addressing presentation, cleanliness, tidiness,
housekeeping, maintenance, security, safety, and comfort.
For the Guest Contact Situations, we consider appearance
and attire, attitude, promptness and response, as well as overall
performance and customer care facilities. Telephone, reservation
and reception manners and attitudes are also included.
For Delivery of Product/Service, we look at the suitability
of the layout and amenities, the quality, choice, and presentation
of the product, and, most importantly, whether or not the value
supports the price.
In addition our Restaurant Review, will also consider
table presentation, menu selection, characteristics and balance
for food and liquor, food presentation and quality, food and
liquor service, and value for money.
Typically, the Hospitality Review Program would be utilised
by organizations, which desire to ensure that their stakeholders
represent consistent and predictable hospitality standards.
What is the Process?
This would normally involve a planning meeting with the client
to discuss the specifics of the program, any special requirements,
and to determine how the program will be introduced to the designated
audience.
A potential schedule would then be determined and a client contact
person established as liaison between the assessment team and
the participating property(ies). The participants may be given
a time guideline when the assessments shall occur.
The assessment will be completed by Hospitality professionals,
utilizing recognised assessment tools, and a detailed executive
summary will be presented to the destination leadership, reflecting
what a typical visitor might experience. The review
will emphasize recommendations to improve the guest experience
and the brand.