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SERVICE CHECK - incognito
Following the guidelines of international hotel companies and the recommendations of the hotel and restaurant assosiations,
a SERVICE QUALITY CHECK should be carried out at least twice p.a. The questionnaire will be elaborated especially for your hotel, respecting local conditions.
General standards are being checked accurately and non-standard arrangements will be commented.
Practically, the service-check will reflect the views of the hotel guests.
Without the knowledge of the staff - incognito !
- Room reservation
- Availabiltiy of information, reservation-procedure, confirmation of the booking ,
- Adherence to the hotel contract
- Sign-posting
- Check the accessability of all public areas
- Check the general presentation of the hotel outside and inside.
- Check-In Procedere
- Effectiveness, friendliness
- Cleanliness, helpfulness
- Product knowledge
- Inspection of the acces to the hotel, the hotel room, bath room etc.
- Corridors, stairs, lighting, labels and guidelines for guests etc..
- Service performances in the hotel room
- Evaluating meaningful extras, overall functionality of technical equipment etc.
- Service performances
- Presentation of the meals and beverages
- Price lists, menus, quality of food under aspects and integration of local conditions
- Breakfast-Service, Buffet-presentation and location, positioning etc.
- Hotel-Service
- Checking product knowledge of staff, their attention, sales talent, friendliness, neat appearance etc.
- The night service, the security, the adherence to the promised night's peace and quietness etc.
- Advertising materials, presentation, texts, in-house sales offers, info material, tv-guide etc.
- Check-Out
- The hotel bill, cash procedure, comments of the reception staff, good-bye impressions
- Technical aspects
- Garage, Sauna, elevator, corridors, security doors, hygiene, cleanliness, functionality
- Resumé : Technical impressions of a hotel guest