Service Quality Assessments


Repeat business or behaviour can be bribed. Loyalty must be earned. Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.

In our Service & Operational Quality Processes we help you do just that – build a brand loyalty. We can help with improving your guests experience and also provide integrity tests to make sure standards are maintained and revenue captured. We design specific detailed assessment processes for every aspect of your business. From standalone hotels to resorts to spas and home stays, our assessments include:

  • Property Assessments

    • Front desk & reservation assessments

    • Sales & marketing assessments

    • Branding & social media assessments

    • Food & beverage assessments

    • Housekeeping & accommodation assessments

    • Laundry assessments

  • Guest Experience Assessments

    • Customer experience from booking to check out

    • Brand standards including customer loyalty

    • Integrity tests that will allow you to take control of pilfering & thefts

  • Process Assessments

    • Financial process & planning assessments

    • Safety & environment assessments

    • Security assessments

Our feedback mechanism includes:

  • Detailed assessment reports

  • Price Vs Value relationship

  • Implementation of identified standards

  • Training, coaching & grooming of staff


Like Sir Richard Branson says, “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” Talk to us about those unexpected & helpful ways!