QI focuses on providing independent assessments of hotels, restaurants and businesses related to the travel industry through Consumer Audits ("Mystery Guest").
The audits provide managers with an objective review of your standards of service and facilities as perceived by guests/customers.
They are carried out anonymously and at random times as to provide a realistic assessment of the performance of your business.
The audits take-on various forms depending on our client's needs. They are traditionally conducted over a short period for small and limited operations (e.g. restaurants or B/B hotels) and multi nights/days period for large and complex operations (e.g. ferries, cruises or resorts) and cover all aspects of a client’s operations.
QI's audits are based on a customized combination of hospitality/catering industry best practices, together with our clients' unique brand and operating standards.
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Our most comprehensive audits evaluate hundreds of service and facility standards, including Room Reservations, Airport Transfer, Arrival and Departure, Communications tests, Guest-room, Bathroom, Public Areas, Food and Beverage outlets (F&B), Leisure Services and Facilities, Business Services and Facilities, and Security.
We typically recommend customizing templates as this is the best way to monitor whether a client's specific brand and service are being achieved.
Report - Upon completion of the audit, QI will produce a detailed report providing feedback on overall performance, the key areas of strength and weakness, and a performance score rating. Reports are available on our online reporting portal – ‘MyQI’, and the solution can be part of the PMI Solutions.
The reports are also accompanied by targeted digital photographs of the Guestroom, Bathroom and Stay (Room Service Breakfast, Laundry Delivery, Maid & Turndown Services, etc) as to pinpoint areas of concern related to cleanliness, upkeep, maintenance and presentation.
To learn more about our various reporting options, visit the MyQI section of this website.
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Program model - Traditionally clients’ operations are assessed multiple times per year as this ensures that continuity of service is measured over time and that the mystery guest's visit becomes an accepted part of the management process.
If the review is a "once off", it may not fully reflect the true picture as perceived by guests.
In addition to global Consumer Audit programs, QI can also provide stand-alone audits focusing on specific service, facility or product offerings such as:
• Spa Audits
• Food & Beverage (F&B) Audits
• Housekeeping and Cleaning
• Brand or Product Audits
QI also offers Competitive Consumer Audits, allowing managers to benchmark their property again their competitive set.
To learn more about our Consumer Audit Program Models, please contact us at post[at]qi-int.com. |
