Customer Success
Fiercely local, consistently inspected: how Noble House audits 30 unique properties
At a Glance
Noble House Hotels & Resorts is a family-owned collection of 30 luxury properties across North America, named “#12 Best Hotel Brand in the World” by Travel + Leisure. From landmark hotels to beachfront resorts and mountain lodges, its philosophy is “fiercely local”: instead of a shared chain identity, every property keeps its own name, architecture, and F&B program.
By design, no two properties operate the same way, and many answer to different external standards on top of the group’s own. After years of managing this in Excel, Noble House runs all of it in GoAudits: from corporate property visits to self-audits and brand-standard checks, including Forbes and AAA Diamond, as well as the corrective actions that follow.
Steven Marais, Vice President – Room Operations at Noble House, explains how.
Steven Marais, VP of Room Operations, walks through how Noble House keeps 30 very different properties on standard.
Managing Standards Across 30 Unique Properties
Steven’s team is accountable for quality across the whole collection. A checklist built for a ski lodge will not fit a private island resort, so the audit cannot be one template applied 30 times over. What has to stay the same is how carefully each property gets checked, what evidence gets captured, and what happens to the problems that turn up.
For years, that balancing act ran on a spreadsheet.
“A lot of management groups in our industry do something similar. We used to use an Excel sheet to audit all of our properties,” says Steven.
Spreadsheets hold up until the portfolio grows. There was no single view across properties, and building a report meant compiling notes and photos by hand after every visit, or simply relying on managers recalling the details. “If I or any of my counterparts visit 30 properties in a year, we’re not going to remember every single thing. It’s just not humanly possible,” Steven says.
When Steven looked at inspection software, most of what he found was either too complex for what his teams needed or built around restaurants rather than hotels. He chose GoAudits, which fit hospitality and was simple enough for teams at every property to adopt quickly.
One Program, Several Standards
Noble House moved its inspections into GoAudits and built one program that works across the portfolio. An inspector walks a property and captures findings with photos and comments on a phone. The report generates on its own.
That one program now carries everything the group inspects, and everything that happens afterward:
- Corporate visits and property self-audits. Head office runs corporate property visits across the collection. General managers inspect their own properties in between, which puts accountability at property level rather than only at head office.
- The external standards each hotel answers to. Properties self-assess against the programs they are measured on, including Forbes Travel Guide, LQA, AAA Diamond, and other luxury collection standards.
- Beyond guest rooms. Inspections cover housekeeping, facilities, front office, engineering, life safety and compliance, as well as food and beverage.
- Corrective actions. Anything flagged becomes an action with an owner and a due date, tracked to closure instead of sitting in a report. Steven describes action items as the next big step for the program.
- Cross-property reporting. Results roll up so the corporate team can compare properties and see where the same issues keep repeating.
It all sits in one place, rather than a separate process for each standard.
GoAudits: a Partner as Much as a Platform
Noble House’s corporate team covers properties spread across the US and Mexico, and no two of those conversations are the same. What connects them is a shared record everyone can see: what was checked at each property, what was found, and what happened next.
Read across 30 properties, it also shows what no single visit could. Repeat issues surface, and the corporate team knows how a property is tracking before they arrive, which changes what the visit is for.
“My goal is to spend more time with the teams, having conversations, giving feedback, and analyzing our data on how we’re doing,” Steven says.
Steven credits the GoAudits team as much as the product. Noble House brings its checklists and SOPs, and the team builds them in. “Having a partner that actually teams up with us to upload a checklist or put our SOP into GoAudits is a huge plus. That’s true partnership,” Steven says. “Typically in our industry, you just get an article on how to configure it.”
It works the other way too. When his teams would rather sort something out themselves, they do not have to wait for anyone. “The support chat is the best I’ve ever seen in our industry: it outlines exactly what I need to do and makes it foolproof. Nobody else does it that well.”
One system only works across a portfolio like this if it fits each property. Noble House does not have to make it fit alone.
GoAudits for Hotels and Resorts
GoAudits is the inspection platform hotel and resort teams use to run brand-standard audits, self-inspections, SOPs and corrective actions across every property in one place.
- See how hotel inspections work in GoAudits
- Browse ready-to-use hotel audit checklists
- Book a demo with our hospitality specialists
More Customer Stories
LATOUR HOTELS & RESORTS
LaTour Hotels & Resorts manage 30+ properties across the Americas, conducting 20,000 efficient digital inspections for QA as well as operational checks last year.
TOTAL MANAGEMENT SYSTEMS
How the US hotel management company TMS manages standards and brand compliance across a portfolio including Marriott and Hilton properties.
10 FITNESS
Read how the US sports club chain 10Fitness saves time with efficient self-audits and enforces brand standards across all its multiple locations.
Seeing is Believing
Get a live demo customized to your unique needs, or get started with a 14-day FREE trial.
- No credit card, no commitment.
