Guest Service Audits
Increase guest satisfaction and loyalty with consistency. Our on-site “secret guest” audits evaluate service and brand standards delivery. Available for hotels, restaurants, villas.
Internal Systems Audits
Poor internal systems can result in theft and fraud going unnoticed before it is too late. We audit internal control systems, cash handling processes, operating procedures and management practices to identify inefficiencies and deficiencies that may exist. Our audits extend to HR administration and compliance, payment systems, front desk and night audit practices, revenue management, sales and reservations practices, food and beverage management, cost controls and internal loss prevention systems.
Inconsistent guest service can sometimes be the result of poor operational practices. We review departmental processes, management systems and communication practices and how they impact guest satisfaction.
Brand Standard Development
We develop unique standards and provide relevant training for properties or restaurants in keeping with the brand identity.
Standard Operating Procedure Manual
Standard Operating Procedures are the key to consistent delivery of products and services. We can audit and document your current standards or provide you with procedures to meet your needs.
Customer Service & Satisfaction Training
Service can make or break a business. It can elevate a mediocre product or detract from the most luxurious place. Our training workshops help your teams to embrace their roles as service providers and deliver engaging service to all customers.
Hospitality Skills Training
We provide skills training and on-the-job coaching for teams Managers, Supervisors, Butlers and staff working in Food & Beverage, Front of House and Housekeeping. Our training is geared towards Restaurants, Hotels and Luxury Villas.