Hotel Quality Assurance & Hotel Operations Analysis Consulting Services
The Cayuga Hospitality Hotel Quality Assurance and Hotel Operations Analysis is more than data and a point in time checklist. By combining quality assurance and operations analysis conducted by a lodging industry professional you receive a professional opinion of both the front of house guest perspective and the back of house employee and operations perspective.
What is a Hotel Quality Assurance Audit?
A Hotel Quality Assurance audit is done to identify the issues on the front end of the hotel experience, which is the everyday customer’s experience. At Cayuga Hospitality, our consultants will participate in a mystery shopper experience. A consultant with hospitality ownership or executive level experience will measure the entire customer experience to include the entire sales process from reservations, check-in process, hotel staff interactions, quality and cleanliness of the facility, departure/check-out and post stay engagement.
A Hotel Operations Analysis is similar to a hotel quality audit, but instead of measuring customer experience; a Hotel Operations Analysis identifies problems on the back-end or operations of the hotel. The Hotel Operations Analysis will deal with employees directly. The hotel operations consultant will identify whether the employees are well cared for and whether they are supporting the mission of the hotel. The Hotel Operations Analysis will also review customer touch points and identify where the hotel is excelling in its operations and where there is room to grow. The consultant will get down to the root causes and strategize a plan to help you fix it.
What happens after the Hotel Quality Assurance & Hotel Operations Analysis?
The Cayuga Hospitality consultant will develop and submit a report detailing Hotel Quality Assurance findings and the consultant’s professional Hotel Operations Analysis. After submitting the final report, your consultant will lead a webinar with the client to review the findings/recommendations and agree on next steps as appropriate.
What is the cost of a Quality Assurance Audit and Operations Analysis?
Pricing is dependent on the size and complexity of your hotel. Cayuga Hospitality Consultants provides this service for all tiers within the hotel industry from select service to luxury full service hotels and resorts. We will customize the service to your individual property needs and make every effort to work within your budget requirements.
A Hotel Quality Assurance audit provides an unbiased review of your hotel. Not only that, it provides you with insights from a professional eye and weeds out the loud voices. By loud voices, we are referring to guests who have an outlier response to your hotel. A good example of a loud voice is a 1-star online guest review that may have been triggered by something minor; or the opposite, where a guest leaves a 5-star review that was reliant on something minor. These are loud voices and if not careful, listening to these voices and allowing them to dictate your business decisions can end up hurting you.
Cayuga Hospitality is a network of experienced lodging and hospitality consultants with multi-disciplinary expertise and notable hands on experience. Our hotel and hospitality consultants provide practical, profit-oriented advisory services across a broad range of hospitality property types and business models. When you engage Cayuga Hospitality Consultants you are engaging professionals who understand your business and will provide insights that will make a difference.