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In the hospitality industry, there’s no substitute for firsthand observations of the customer service guests experience at your property. QTS can provide that valuable feedback with our “shopping” services.
Many properties, especially independents and franchises, do not have “shopping” services available through a corporate owner. QTS can fill that void by providing “shopping” services, customized to your specific property. Not only that, QTS can also provide the follow-up training and consulting services to help address your identified service improvement needs.
In this first step, QTS staff meets with the property’s managers to determine what aspects of the operation will be observed. We can start with various industry standards to help guide the content for your property’s customized checklist. In addition, this step includes gathering additional information about the property and its operations.
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Our QTS staff person anonymously stays at your property, typically for one or two nights (depending on items on your customized checklist) and uses all the services targeted on the checklist – just as a typical customer would do.
On the day of departure, the QTS staff “shopper” meets briefly with the management team for an overview executive summary of observations, including some initial recommendations.
- Within 5 days after departure, QTS provides a detailed report to your property’s management team with specific observations and recommendations for improvement.
At your choice, QTS can provide various training and consulting services to address identified service improvement needs at your property. These services include:
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Prepare a customized checklist