Hotel QMS is a bespoke solution in which, during a structured programme of Mystery Guest visits, we identify all of the activities and tasks needed to maintain the desired standard of service excellence throughout a hotel.

The challenge of opening and operating a hotel can be a daunting one, especially when one considers all the minute details that have to be checked and certified fit for service delivery.

More often than not, operational deadlines take priority over the task of ensuring that the finer details in the physical structure, operational processes and human resources are fit for the intended purpose.

A lack of professional knowledge on the part of some owners and operators often leads to shortcomings that lead to guest dissatisfaction.  It is important that hotel owners and operators are aware of all the possible shortcomings in their business in order to apply timely and cost-effective remedies.

Our Hotel QMS provides hotel owners with the following outcomes and benefits:

• comprehensive documentation of all identified gaps between the actual and the desired level of performance;
• increased guest satisfaction and a reduction in guest complaints;
• improved revenues through the delivery of higher quality standards;
• operational cost savings through timely advice on the right materials to use;
• reduction in maintenance costs.