Brand Quality Performance Review
A brand is a promise! And our brand promise is based upon customer, competitor and internal insight. In defining our standards of service and operations, we have ensured that our entire organization is aligned to enhance the customer experience at every touch point. We strive to offer memorable experiences and effortless genuine hospitality – every time a guest stays with one of our leading brands.
Our dynamic expansion makes it even more essential that we continue to consistently deliver on RG-IHG™’ 100% commitment to quality and excellence in the way we treat our guests.
These vital objectives are guaranteed by our Quality Performance Review (QPR) program, which ensures the consistent delivery of the brand promise. The QPR is a quality inspection developed around the specific Service and Operating Standards and focuses exclusively on the customer experience in relation to the product, service and brand. It concentrates on standards’ implementation, consistency in service delivery and the customer experience.
We provide Quality Assurance, plus Mystery Shopping and Audit services to our customers, and only to our customers. RG-IHG™ will assist all our hotel managers, helping them monitor and improve the quality and consistency of hotel operations.
Failure is simply not an option at RG-IHG™ when it comes to guest satisfaction!
Our Quality Assurance Audits help with
- Establishing best international practices within your organization.
- Identifying revenue generating missed opportunities.
- Identifying training needs and requirements.
- Benchmarking your organization against other luxury service providers.
- Making management and staff more accountable.
The Inspection Process
- The typical inspection is carried out over a three day/two night period.
- The inspection is unannounced to ensure a typical guest experience.
- All departments that make up the customer journey are analyzed.
- At the end of the inspection the consultant will provide a verbal feedback onsite.
The Report, in four parts
Digital Recordings
wherever a telephone conversation takes place (i.e. reservations or room service) the call is recorded and then transcribed so that the client is able to see the exact conversation that took place between the consultant and the employee.
The Standards
the largest part of the report consists of 1,200 standards marked in the 28 different departments analyzed. These provide a percentage score for each department and an overall score for the hotel.
The Narrative
following each departmental assessment, a qualitative narrative summary is given which provides observations of the agent’s overall experience as well as specific detail (i.e. names of employees) leaving no grey areas of interpretation.
Photographs
during the inspection digital photographs are taken where possible such as before and after the servicing of the room. This gives the hotel additional information in the form of a visual record.
Each branded hotel is independently owned. All marks are Trade Marks of Asian Phoenix Hotel Management Co. Ltd. Numbers are approximate, may fluctuate and include hotels currently in the development pipeline.
Hosted in the most environmentally friendly datacenter of Switzerland
© 2018 RG International Hospitality Group. All rights reserved.
Powered by yoowapp