Unlike most other industries, where customer contact may be fleeting, like in a retail shop environment, a hotel’s interaction with guests is much more intimate and lasting. The highest level of service in every room, every day, by every staff member, in every aspect… a potentially daunting task with no end in sight. Especially when competition and customer expectations pressure you to aim for ever higher standards. Therefore a well managed hotel quality assurance programme is essential. Furthermore, finding the right software or mobile app is very important.
Designing a quality assurance program for your hotel
Customer feedback is a good indicator of service levels. However this usually lacks specific detail, actionable items, and puts you in a passive position: you can only react after the damage has already taken place. Therefore most hotels have some kind of way to proactively audit their standards: housekeeping checklists, kitchen standards lists, contractors liaison forms etc.
When well thought-through, such tools indeed do the job. But it usually means you get a fragmented view across different departments, with no easy way to check that corrective actions have been implemented, or any idea of how things have evolved over time. Therefore taking a slightly more “scientific” approach can be very helpful: creating some Key Performance Indicators (KPIs), scores, structured ways to communicate with all staff and contractors, etc.
Thankfully in today’s digital world, there is a mobile app for everything – including an app for hotel standards management!
Selecting a simple software to manage your hotel quality control
Rather than dealing with stacks of forms and checklists, you can require everyone to fill it in from their phone, a tablet, or a computer – whatever is easier. This means all the information is in one place, easily accessible to anyone who needs it. When the inspection process is quicker, staff can do it more often, to fix issues quicker and ultimately offer even higher standards to your guests. GoAudits is one such hotel quality assurance app. It is used by hotels, resorts and restaurants to audit quality across all their locations. Customers include top brands like Rosewood Hotels, Marriott or Radisson.
Corrective action plans, total visibility and real-time follow-up, all within one tool: this will change the way you manage your sites.
The benefits of using GoAudits to manage your hotel standards
GoAudits has been working with hospitality users to create hotel quality assurance best practices. Here’s the benefits that these users have highlighted:
- Much quicker inspections and reports: up to 80% of time saved. This enables them to inspect more regularly and catch issues sooner.
- Operational standards improved in double digits, within months! The results are measurable with scoring systems and dynamic dashboards: spot trends, recurring issues, growing risks. Make sure corrective actions are actually taken by monitoring them from your desktop. With this information in hand, you can take action on a business-wide scale as required. It may be overhauling your training approach, implementing a new staff induction procedure, or reviewing your relationship with contractors.
- Quick ROI: with such an affordable professional app (from $10/month/user), return on investment comes within weeks
- GoAudits offers personalised support, with a knowledgeable team who has worked with many hospitality clients. Just see the reviews in the Google Play Store and Apple App store 🙂
Seeing is Believing