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The Service Evaluation Program
The Service Evaluation Program gives you the independent, expert and actionable information you need to make sure your guests’ expectations are exceeded, and that they will return again and again. We can help you identify your property’s service-related strengths and outline opportunities for improvement
How does the program work?
In contracting our services, we will work with you to determine a timeline of when you would like an inspection to occur. Once scheduled, a Forbes-trained and certified inspector visits your property anonymously for two nights, three days, applying the experience to over 550 standards. Ten days after the inspector departs, you receive a report that details each and every interaction, so you will know whether or not the standard was met, and the context surrounding each scenario. Our standards are designed to do more than count the number of times a guest name is used. The inspector’s focus is on the staff and guest interaction – and the opportunities that the staff has to be genuine, appreciative and most of all, anticipatory.
Spa and restaurant evaluations can be contracted and performed in conjunction with the hotel evaluation. Hotel, spa or restaurant evaluations can be arranged on a biannual, quarterly or monthly basis.
*Full details and pricing are available upon request.
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