| Quality management
Together with you we define the range of the desired service.
You will receive then a significant offer, which is retreivable
if necessary, as modular building block principle according to
your operational and budget-dependent requirements.
The components of the quality management program:
Step 1: Actual balance analysis
After tuning of the test criteria we accomplish an anonymous
hotel test (mystery check) within the hotel. By the evaluation
from the view of the guest you receive a clear mirror view of
the services furnished by the hotel and recognize thereby the
operational strength and weakness of your hotel team. When desired
we present the results to your leading management.
Step 2: Internal analysis
With the detailed internal analysis our team will determine,
according to the before defined order, the background for the
weak points revealed in step 1. Here operational sequences as
well as communication and documentation culture of the hotel are
examined, analyzed and documented, additional the hardware-conditioned
deficits will be pointed out.
Step 3: Quality managment measures
Your resuming quality managment support is coordinated just as
individually with your needs, as with the steps before. Whether
we are to develop quality manuals for you or support you with
the development of them, or only assist you with introduction
to the operation and its resuming support, is up to your decision.
Our power spectrum reaches from the initiation of quality circles,
production of coworkers newsletters, inhouse training activities,
elaboration and analysis of employees and guest questionnaires
up to the interim management.
3 reasons for a quality audit
1. Development of quality
The quality audit, accomplished by neutral hotel professionals
is not to be excluded, thus a indispensably developed instrument
of quality for the hotel trade.
2. Competive observation / marketing
Knowledge, of what your competitors do! The preparing of the
information in a comparable strength/weakness profile, resulting
from the mystery check, is a fundamental component for establishing
the marketing plan and serving at the same time the safety device
of competition advantages.
3. Purchase of a hotel real estate
A mystery check supplies powerful arguments for the purchase
negotiations before aquiring the hotel real estate.
Quality-Audits / Mystery-Check
Our experienced hotel professionals make it unmistakably transparent
for you, how your hotel really functions �from view of the guest�!
Our society specialized in this business field and enjoys with
its internationally operating clients (see the reference list)
large acknowledgment. Our detailed test criterium catalogs are
provided after a detailed briefing conversation with the client
by experienced hoteliers.
The mystery checks/quality audits accomplished by us, are meaningfully,
process orientated and company related, comprehensibly evaluated
and as development of quality instrument - optimally applicable.
Contents
The ranges which have to be examined are accurately specified
with you. According to the category and size of the hotel, the
number of the outlets and/or services, we will balance out the
audit exactly after your needs.
Volume
The range of the audit depends on the before mentioned parameters
and on the fixed duration of stopover for the tester and/or the
tester team. Thereby the amount of test criteria is determined.
With one overnight stay approx. 350 questions can be examined,
with 2 overnight stays up to 800 and with 3 �N up to 1200 questions.
Besides the calculative evaluation you will also receive a report
in which each examined range is commentated in detail and an extensive
photo documentation.
Definition of the parameters
Also the weighting of each individual test criterium and valuation
codes are specified together with you. Thus bases can be created,
which are relevant within the appreciation of incentive/bonus
systems.
Costs
The before mentioned basic data make it clear that a fixed price
is possible only, according to exact definitions of the order
and must be negotiated by the quantity of orders per annum . The
following statements are thus to be only understood as reference
points:
- Quality audit with 1 ONS approx. ..... 1,500.- €
- Quality audit with 2 ONS approx. ..... 2,500.- €
- Quality audit with 3 ONS starting from approx. 2,500.- €
Mystery-calls
� because the first telephone contact decides
The necessity in the hotel trade to bring a maximum of reservation
and reservation inquiries to conclusion, is nowadays more important
than ever. If the potential guest seizes the phone, he expects
to be treated competent immediately or he will call the next hotel.
Hardly a guest will give the hotelier a second chance. So, with
the constantly growing qualitative requirements of the hotel coworkers
at the reception, in the reservation center and particularly within
the wellness range, telephone authority is a downright "MUST".
As an established quality audit specialist, our society offers
you with �mystery calls" a developed and efficient quality
tool. This measures makes it transparenct, how efficient the examined
coworkers take order requests, place individual orders and convert
reservation inquiries. With mystery calls placed by the individual
test criteria, purposefully causes for �missed� reservations are
determined. The hotelier will receive concrete information, where
to optimize and can thus transform the accounted loss into considerably
extented sales.
Advantages of mystery calls in the overview:
- Systematic examination of sales quality at the reception entry
- Purposeful uncovering of failure of individual employees
- Basics for the development of immediate measures to error
correction
- No additional telephone charges
- No basic charges
- Individualized test criteria catalog
- Selectable conversationial main focus (e.g. category sales,
wellness consultation, etc.)
- Selectable caller part (e.g. difficult guest, handycapped,
etc.)
- Quantificable evaluation, incl. result overviews
- Digital tone file of the calls* (immediate dispatching after
test call)
* Precondition to the digital recording from telephone
calls is a declaration of consent of the employees
Test now for the safety device of consulting and sales in
your house with unusual special conditions:
- 4 test calls for the unique offer of 95,- € per call
- 290,- € for a first estimate of the consulting quality
of your employees at the telephone
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