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FAQ – Frequently Asked Questions



How often should hotels do QA inspections?
Each property or situation is unique. If there have been some major changes at the property – renovations, increase/decrease in star rating level or branding/re-positioning – we recommend 4-6 times for the first year. For upscale luxury properties (4 & 5 Stars), we usually recommend two times per year to offset their other quality programs. QA’s are also ideal before the start of high season or at the minimum of twice a year to ensure you are fully aware of your property’s strengths and weaknesses from an objective point of view. If you are a new GM, scheduling a QA Inspection is an ideal introduction/overview to your new property.


Can the QA reports be customized?
YES - we will work closely with you to ensure that your management philosophy and standards are implemented. Also, we are in close communication with each client prior to each round of inspections to ensure any specific areas of concern at each property is given special attention. These details become part of the specific guidelines prepared for each Inspector before they arrive at your hotel.


How can you assist a 4 or 5 Star hotel that is already receiving regular branding inspections?
We can be brought in to conduct a QA inspection before the brand inspection to identify any weak areas and to reinforce areas of strength.


Our hotels are doing well, why do we need a QA Inspection Program?
Quality is not an accident. A regular QA Inspection Program helps you to retain your current customers and attract and keep new customers. In today’s competitive hotel market, customer service and attention to detail is what sets you apart from the competition. Applying a regular QA Inspection Program can ensure consistent service standards and a high level of guest satisfaction. By having an objective third party inspect your hotel, it provides a clear picture of your property’s strengths and weaknesses.


How can a QA program assist employees?
The QA reports provide a clear picture of the standards of service expected by Management. It is a great tool for new employees as part of their orientation and can also be used to reward employees for excellent service.


What areas of the hotel are inspected?
Our QA Inspectors focus on front-of-the-house areas such as Reservations, Guest Arrival, Guest Departure, Guest Services, Guest Room, Housekeeping, Public Areas and Food & Beverage. Each of these categories is further broken down. For instance, under Guest Arrival, we look at Doorman, Valet Parking, Front Desk Check In and Bell Staff.


Do the QA inspectors have hotel industry experience?
Absolutely – extensive experience in hotel operations is a prerequisite for all of our QA Inspectors.


How has the internet affected buying behavior of customers?
Some travel web sites only allow customers to book by choosing a specific star rating category – having an internationally recognized star rating makes it easy for them to know the level of property at time of booking. Also, if there are weaknesses at your hotel, sites like tripadvisor.com put a spotlight on them.


Can you assist our hotel in increasing our current star rating?
Yes. Our Star Rating Report provides a complete breakdown of each specific area of your hotel highlighting the departments that need improvement. We work closely with the management team and the details of the report become an Action Plan to raise the star level category.


What is the benefit to hotels of having a star rating?
It provides your customers a guide on what to expect at the hotel. Today’s customers are savvy and know the difference between the various star levels. Remember – no surprise is the best surprise!


For a tourism destination, what is the benefit of implementing a rating/classification system?
The Star Rating system becomes an “external quality indicator” that is fair, unbiased and consistent.

All hotels are rated using the same criteria and the results give customers an opportunity to match what they are looking for with what each hotel has to offer. It no longer allows hotels to misrepresent themselves which can affect the whole destination. We recommend Tourism Organizations post the ratings on their website as well as in any tourism promotional materials.

A quality measurement program must answer the who, what, when, where, how & why questions that are essential for success.

WHO should measure quality? Everyone

WHAT must be measured? Everything & anything that affects the guest

WHEN must you measure? All the time.

WHERE do you measure? Throughout the entire hotel & every process that has an effect on guest satisfaction & quality.

HOW do you measure? You establish performance standards & criteria that are quantifiable & then you can evaluate your performance against them.

WHY do you measure? To learn how to improve quality & increase guest satisfaction.

QUALITY IS NOT AN ACCIDENT.

Interested?

 

WHO should measure quality?
Everyone

WHAT must be measured?
Everything & anything that affects the guest

WHEN must you measure?
All the time.

WHERE do you measure?
Throughout the entire hotel & every process that has an effect on guest satisfaction & quality.

HOW do you measure?
You establish performance standards & criteria that are quantifiable & then you can evaluate your performance against them.

WHY do you measure?
To learn how to improve quality & increase guest satisfaction.

QUALITY IS NOT AN ACCIDENT.