Hotels & Resorts

1 

Guest Journey Evaluation

• Detailed assessment of the entire guest experience, from booking to checkout.

• Evaluation of reservation processes, including responsiveness, accuracy, and ease of use.

• Monitoring the quality of welcome, check-in, and check-out procedures.

2

Room Standards Assessment

• In-depth inspection of room cleanliness, comfort, and amenities.

• Evaluation of in-room facilities such as lighting, temperature control, and entertainment systems.

• Feedback on the availability and quality of essentials, including toiletries and room service.

3

Front Desk and Concierge Services

• Assessment of staff friendliness, professionalism, and problem-solving capabilities.

• Monitoring responsiveness to guest inquiries and special requests.

• Evaluation of concierge recommendations and knowledge of local attractions.

4

Dining and Beverage Services

• Evaluation of on-site restaurant and bar offerings, including menu variety, food quality, and presentation.

• Assessment of service timeliness, staff product knowledge, and upselling techniques.

• Feedback on the overall ambiance and guest experience in dining areas.

5

Facility and Amenities Inspection

• Assessment of recreational areas such as pools, gyms, and spas for cleanliness and usability.

• Monitoring the condition and accessibility of business facilities like meeting rooms and lounges.

• Feedback on additional amenities such as parking, shuttle services, and gift shops.

6

Brand and Experience Consistency

• Verification of how well the hotel aligns with its brand standards and promises.

• Assessment of decor, staff appearance, and overall atmosphere to ensure consistency with the hotel’s positioning.

7

Hygiene and Safety Checks

• Inspection of hygiene standards in rooms, public areas, and dining spaces.

• Verification of safety protocols, including emergency procedures and staff training.

8

Loyalty Program and Promotions Monitoring

• Evaluation of how effectively loyalty programs and promotions are communicated and implemented.

• Monitoring staff ability to engage guests with value-added services or offers.

9

Competitor Benchmarking

• Analysis of competing hotels' services, pricing, and guest experiences.

• Recommendations for differentiating and enhancing the guest experience.