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This assessment focuses on identifying the
largest opportunities to enhance customer
satisfaction and retention and, ultimately,
profits. Requiring one week to complete,
including three days on site, the audit
examines the key areas of operations and
marketing affecting customer retention.
Specific areas examined include the role
of the hotel’s leadership in service
quality, information collection and
utilization, quality planning, human
resource development and management,
service delivery, marketing and
customer focus.
These assessments, which are based on the
Malcolm Baldrige criteria, but modified and
simplified for the hospitality industry,
are recommended for all independents that
do not have an internal quality audit function.
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