Rosewood Hotel Group is a leading global luxury hospitality brand, operating 42 prestigious hotels in the Americas, Europe, Asia and the Middle East. Its exclusive and distinctive brands include Rosewood Hotels & Resorts, Khos, New World Hotels & Resorts, Carlyle & Co and Asaya.
42 properties (+30 in development)
20 countries, 5 brands
Rosewood Hotel Group comprises 5 exclusive hospitality brands, with 42 prestigious properties globally. Maintaining the highest brand standards and guaranteeing a consistent 5-star guest experience in every property is therefore a key priority for the Group’s Management.
In addition to internal brand standards, the group aims to comply with external standards including LQA (Leading Quality Assurance) and Forbes assessment standards. From housekeeping to front desk services, from dining to events, wellness or tech: excellence is expected at every step. When it comes to keeping track of all standards and requirements in each property, this can become a challenge.
The Group selected GoAudits as a quality assurance tool to assess and measure standards globally, as well as at the property level. “The corporate office set up GoAudits as the audit platform for all hotels of Rosewood group for comparison, rankings, action plans and trainings,” explains Manon Lott, Quality Manager at Hotel de Crillon – A Rosewood Hotel in Paris.
Implementing a single platform made sense at the corporate level to improve visibility and reporting. On the other hand, individual properties also simplified self-auditing with a user-friendly mobile app, getting real-time visibility on their own performance.
Custom checklists were developed by Rosewood Corporate teams. This provided a standardized way to manage quality assurance and compliance with brand standards, LQA, Forbes and other requirements. Additionally, each property was able to create custom checklists tailored to their specific needs.
The GoAudits support team helped setup the digital checklists, as well as configure specific reports in the system. As a result, the implementation was a smooth process for the properties. Describing the roll out of GoAudits at the Hotel de Crillon, Manon explains: “The application is easy to use, so we didn’t spend too much time training the team to use it.”
The app and the automatic reports provided immediate tangible benefits to Manon as the Quality Manager, as well as to the whole team and Management: “On a daily basis, GoAudits helps our teams realise where they need to improve in order to achieve an excellent level of service. Besides, managers can work on action plans using the report of “Failed Items” generated by the platform”.
In the different properties, GoAudits is used for inspections in various areas such as:
Daily, weekly or monthly self-assessments are used by all hotels. The system automatically compiles results with measurable scores, performance trends over time, etc. “GoAudits has assisted us to move dramatically through our quality control scores, internal and external,” explains Remus Palimaru, General Manager at Rosewood London.
As the Quality Manager, Manon noticed significant performance improvements as well: “Our Housekeeping team performed 150 audits since we launched GoAudits, and they achieved 100% for the two most important audits recently.”
The streamlined and digital self-auditing therefore provides benefits at all levels of the organisation:
Striving for excellence as a team, the organisation found in GoAudits a valuable tool but also a reliable long-term partner to support its global expansion. Remus Palimaru, General Manager at Rosewood London highlights: “GoAudits have been great to work with. Any recommendation or request we made was immediately actioned upon. Highly recommended!”
GoAudits in an all-in-one app and software for hotel quality assurance, brand compliance checks and reporting:
Example: hotel self-audit checklists in the GoAudits mobile app