Booking
Offer clarity, quality of advice, ease of booking and consistency across website, phone, email and platforms.
Our method
A tailored methodology based on more than 500 checkpoints, selected according to the property category, its facilities and the chosen audit package.
Define the journey and scenarios
Key moments, channels, audiences and test situations are agreed with management. The assessment framework includes only the criteria relevant to the property and selected package.
Prepare the assessment
A precise briefing on protocol, discretion, authorised evidence and the expected quality of reporting.
Observe and verify
Immersion in real conditions, validation of collected evidence and cross-review of the most important findings.
Analyse and present
Analysis by stage and dimension, comparison between sites where useful, followed by a management action plan.
Measure progress over time
One-off audit, targeted review or recurring benchmark according to priorities, seasonality and network size.
An end-to-end perspective
Six dimensions assessed in real conditions
The protocol reflects the property category, its promise and the services actually provided, without imposing irrelevant criteria.
Arrival
First impression, welcome, information, check-in efficiency and individual requirements.
Guest room
Housekeeping standards, condition, facilities, comfort, delivery against the promise and attention to detail.
Food & Beverage
Availability, service pace, perceived quality, presentation and product knowledge.
Additional services
Concierge, spa, activities, parking, Wi-Fi or assistance: access, coordination and personalisation.
Departure and follow-up
Billing, ease of departure, feedback handling and continuity of the guest relationship.
Situations that reveal service quality
Assess the response, not compliance alone
Two to four tests may be built into the stay to assess how teams listen, coordinate and resolve.
A local recommendation, transport booking, extra pillow, conflicting information, minor issue or use of an additional service: every scenario remains credible, proportionate and respectful of staff.
Contextual evidenceAuthorised photographs, confirmations, invoices, correspondence and timelines
Two complementary readingsQuantitative scoring and qualitative commentary to explain why
Management-ready reportingStrengths to maintain, areas for improvement and clearly assigned actions
Comparable resultsA consistent view across properties, periods or guest profiles
From observation to decision
Reporting designed for action
Results are prioritised and presented in formats suited to management and operational teams. They explain each gap, its implications and the available corrective actions.
Documents are supplied in print and remain available to view and download through the secure client portal.
Secure client portalOnline access, downloads and assignment tracking
ConfidentialityClient-only access and protected assignment data