I provide targeted support within your establishment, for a duration adapted to the objectives of the assignment.

1.    42-HOUR IMMERSIVE AUDIT

An observation of the establishment in different situations, carried out through a discreet guest experience in order to avoid altering the teams’ normal behavior, followed by an analysis and a briefing with management. The arrangements are agreed upon with management in advance.

·      Telephone booking

·      Website: accessibility, ease of navigation, clarity of information, presentation, online booking, consistency of information, etc.

·      Billing

·      Pre-arrival guest experience

·      Arrival and check-in

·      Check-out

·      Rooms

·      Cleanliness and housekeeping

·      Breakfast & restaurant

·      Inspection of facilities and amenities: operation, cleanliness, maintenance and safety of the swimming pool, jacuzzi, sauna, fitness room, bar, nightclub, etc.

·      Signage & facilities

·      Special requests

·      Handling of a problem or complaint

·      Overall guest experience

“The tests”

During the 24-hour period, I carry out a number of operational tests authorized by, and agreed with the director:

·      “What happens if a guest asks for X?”

·      “How long does it take to obtain Y?”

·      “Is the information correctly passed from one department to another?”

·      “How is an anomaly handled?”

 This makes it possible to assess how the organization actually operates, rather than relying solely on written procedures.

2.    OBSERVATION

·      How do the teams work?

·      Where is time being lost?

·      What is not working properly?

·      Which processes are unnecessarily complicated?