Appel Hospitality Associates
Appel Hospitality Associates
Superior Solutions

 

 

SERVICE AUDITS & SERVICE SHADOWS

Service Audits

"Secret shops" in which strategically placed auditors, masquerading as guests, assess the service performance of various employees and departments. Unlike most audits of this nature, this is a simple process which indicates if this was an interaction indicative of your exceptional hotel culture or not. It is a pass / fail system with no grey area and no cumbersome numbers. The report allows the employee to receive exactly the feedback that is needed to make an immediate and lasting adjustment.

Service Shadows

Employees are knowingly ‘shadowed’ and given on the spot feedback regarding observed guest interactions. Adjustments are made as necessary as your employees enjoy this unique approach to being set up for success. We stay in their shadows until they get it right. Our facilitators and trainers have substantial theatrical backgrounds and we can take hospitality role-play in many creative and successful directions.

NobodyIsDoing

 

OperatorTraining

 


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