About
Hôtel de Crillon, A Rosewood Hotel is an iconic destination and a historic landmark of Paris. The 5-star hotel is part of Rosewood Hotel Group, the global luxury hospitality brand operating 42 properties in the Americas, Europe, Asia and the Middle East.
Excellence expected at every step
One of the world’s most majestic establishments, Hôtel de Crillon, A Rosewood Hotel is a legendary destination in Paris, consistently recognized by the world’s leading travel publications and awards.
Maintaining the highest brand standards and guaranteeing a 5-star guest experience every day is therefore a key priority for the hotel’s management team.
In addition to internal Rosewood brand standards, the hotel is expected to comply with external guidelines such as LQA (Leading Quality Assurance) and Forbes assessment standards. From housekeeping to front desk services, from dining to events or wellness facilities: excellence is expected at every step.
Ensuring that every team member complies with the high standards on a daily basis can be a challenge. Therefore the Group looked for a tool to implement standardized self-auditing across its portfolio of properties.
GoAudits as a global quality auditing platform
Rosewood selected GoAudits as a quality assurance tool to assess and measure standards globally, including at the Hôtel de Crillon in Paris. “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 the Hôtel de Crillon, A Rosewood Hotel.
Implementing a single platform made sense at the corporate level to improve visibility and reporting. At the Hôtel de Crillon, it simplified quality inspections with a user-friendly mobile app, while helping the team guarantee 5-star services in every area.
Standardized quality checks & reports to drive improvements
Custom checklists were developed by Rosewood’s corporate teams. This provided a standardized way to manage quality assurance and compliance with internal brand standards, as well as LQA, Forbes and other requirements. Additionally, each property designed 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, ensuring that the implementation was a smooth process for the properties. Describing the roll out of GoAudits, Manon explains: “The mobile app is very intuitive, 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 herself 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 monthly report of “Failed Items” generated in the platform. These reports are definitely one of the top features for us”.
"GoAudits helps our teams realise where they need to improve on the standards in order to achieve an excellent level of service. Managers can work on Action Plans using the reports generated by the platform".
Manon Lott
Quality Manager, Hôtel de Crillon, A Rosewood Hotel
In the different properties, GoAudits is used for inspections and quality checks in various areas such as:
- Housekeeping: pre-arrival, service/turndown
- Food and beverage: restaurant, in-room dining, drinks services
- Front office and guest experience: check-in and check-out, porter, concierge, other guest services
- Walk-through of all hotel areas including lobby, elevators, restaurants
- Custom property-specific checks such as wellness & spa, golf, parking, outdoors areas etc
- IT checklists: back-office and guest-facing technology
Results: improved communication and quality scores
Team members use GoAudits for daily, weekly or monthly self-assessments. The system automatically compiles results with measurable scores, past results, performance trends over time, etc. As the Quality Manager, Manon noticed significant performance improvements, for example: “Our Housekeeping team performed 150 audits since we launched GoAudits, and they achieved scores of 100% for the two most important audits recently.”
The streamlined and digital self-auditing therefore provides benefits at all levels of the organization:
- Team members clearly understand requirements, see scores and are motivated to improve them.
- Hotel managers receive reports of “failed standards” in real time, can understand recurring failures, take action quickly and provide additional training where required.
- Corporate head office teams get visibility on operational performance in real time, to take action on a larger scale or adjust brand standards.
GoAudits auditing app for hospitality: step by step
GoAudits in an all-in-one app and software for hotel quality assurance, brand compliance checks and reporting:
Example: hotel auditing checklists in the GoAudits mobile app
- Create custom checklists online, or get the GoAudits support team digitise your checklists at no cost
- Mobile app: team members download the user-friendly app on any smart device or computer
- Auditing: team members conduct audits at the required frequency. Mandatory audits can be scheduled in advance.
- Reports: inspection reports are generated automatically with scores, past results, performance trends.
- Real-time visibility: PDF reports are automatically emailed to managers. All data is centralized and easily accessible on smart dashboards, in real time.
To know more about the GoAudits inspection app and checklists for hotels, click here.
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