Quality Assurance Inspection

And

Guest Experience Evaluation

Quality Assurance Evaluation and Property Inspection: Property analysis and evaluation. Purpose is to discover strengths and weaknesses in quality of operations and guest experience. 

1. Overview of online presence including: Website, rates, booking engine, property description, social media, online reputation, and OTA booking sites.
2. Phone booking through on-site front desk or reservations.  Looking for:
3. Introduction (“thank you”, name of hotel, name of employee)
4. Preferable to state guest name at least once
5. Interjection or exclamation
6. Knowledge of property and rates
7. OTA rate match
8. Friendliness, etiquette, tone and confidence
9. Repeat reservation information back for quality
10. Confirmation email or number
11. “We look forward to…”
12. “Have a great day!”
13. Complete Guest Experience evaluation
14. Check-in experience and phone interview
15. Room Inspection
    1. Overall Look/Feel
    1. Condition of Linens, Furniture, Fixtures
    1. Cleanliness
    1. Amenities Offered
    1. Maintenance Issues
16. Property Inspection
    1. Overall Look/Feel
    1. Condition of Building, Hardware and Public Areas
    1. Cleanliness
    1. Amenities Offered
    1. Maintenance Issues
17. Staff
    1. Friendly
    1. Helpful
    1. General Attitude
18. Overnight experience in room
19. Breakfast Value/Experience
20. Check-Out
21. Debrief with Management/Owners