 |
. | What
is CHG's Quality Assurance Audit (QAA)?
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| Q: What is CHG's Quality Assurance Audit (QAA)? |
| A: QAA is an in-depth analysis of
a hotel or restaurant's operation where facts are gathered from points
of guest service. Numerous tests are completed that measure performance
in the following areas:
Service Quality - All departments are assessed to determine if the service provided is competent and competitive. Cleanliness and Functionality - Any item or service that the guest touches or uses is evaluated for quality and functionality. Revenue Enhancement - QAA's take a comprehensive look at ways a property can better maximize revenues. Areas tested include reservations, sales, internet presence and upselling in all areas. Safety and Security - Our seven point security test determines if a hotel meets the guest's expectation of security. You will quickly know if you are doing enough. Point of Sale Integrity - Cash transactions are tested. The telephone
revenue portion of our audit by itself has increased departmental profits
as much as 28% for our clients.
I. Quantitative Analysis CHG conducted numerous market research surveys and researched industry standards to form the checklist portion of our QAA. These standards keep the major rating services in mind and are modified to each client's objectives. II. Qualitative Analysis Our clients appreciate the attention to detail we give to the Narrative Summary of the report. Interactions are recounted in detail, recording dates, times, and quotes for maximum impact. The Narrative is extensively edited and fact checked by our consultants, ensuring the highest level of accuracy and detail. III. Executive Summary The executive summary is what makes CHG unique. Property data is compared to a competitive set of hotels and analyzed for trends. Secondly, "Focus Group" feedback detailing willingness to return that is not found in the body of the QAA is included. Finally, CHG's consultants analyze each report and make recommendations, giving management options they can act upon. CHG also provides training as part of our Total Quality Initiative. Training is personalized to each client. We start by developing objectives with management. We then interview the line associates and provide a Training Action Plan for management approval. Finally, we implement the plan, giving associates and managers the tools for developing a culture that is quality minded. Focus points are empowerment, service recovery, conflict resolution, and guest recognition. |
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