Quality Management (Audit & Mystery Check)

Together we will determine the scope of the necessary services.

You will receive a detailed offer, according to your operational and commercial
requirements, which will be available in the individual steps.

Why a Quality Assessment?

Quality development
An unbiased quality assessment is essential in today's world which will be carried out
by Hotels & Restaurants experts, the assessment will enable you to stay one step
ahead of your competition, as well as it is an indispensable quality and
development tool for your business.
Competitors Analysis & Sales
The evaluation of the "Mystery-Visit" and the obtained information are a crucial
element for creating the sales and business plan and can be used at the same
time for the development of an competitive advantage.
Furthermore, it will help you with the SWOT analysis (strengths, weaknesses,
opportunities and threats), which we could conduct for you.
Know what your employees are doing!
The evaluation report of the quality assessment will help you promote specific
measures for the employees and to identify their and weaknesses objectively.
Sales Assistance
The quality assessment before the purchase or acquisition of an establishment will
provide you with strong arguments and assist you during the negotiation process.

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The Program Components:

1. Analysis for the guest area (external)
2. Analysis operation region (internal)
3. Quality Management Actions

1. Analysis for the guest area (external)

After clarification of the criteria we carry out an anonymous "Mystery Visit "
(operational assessment), in your hotel or restaurant. This will give us a view from
the guest perspective.
At this stage your services delivery will be checked against the standards and
procedures set by you, further the operational strengths and weaknesses of your
team will be recorded.
It has proven very useful discuss the preliminary results with your management
team immediately after the visit, which we would carry out upon your request.
2. Analysis operation region (internal)
Throughout the analysis of the operational area, we determine, (in accordance
with the previously defined goals), the reasons for the weak points, which were
exposed during the analysis of the guest area.
At this point the work processes, standards, procedures, communication and
documentation of your company culture are tested, analyzed and
documented. Furthermore we also document equipment-related shortcomings.
3. Quality Management Actions
Our continues support , of course, tailored to your business and needs, may
consist of the following:
Assistance in the preparation of quality management manuals and their
introduction to the operation
Initiation of quality employees circles
Creating standards and procedures for the operation
Employee training (for all levels)
Creating Customer evaluation forms

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Mystery-Visit & Quality Assessment (Audit)

After an audit, our experienced experts Hotels & Restaurants will explain to you how
your performance is perceived by your guests!
This branch of the Scorpio Hospitality-Management company, furthermore we
specialize in employee training and profit maximization. Experts will compile a very
thorough quality assessment report, after a detailed Debriefing with the client.
The "Mystery Visits" carried out by Scorpio Hospitality-Management and the quality
assessments (audits) are always operation-based, very detailed, process-oriented
and easily understood. In addition, all areas will be evaluated and ideally can be
used as a quality development tool.
Audit Components
The areas to be inspected, will be exactly determined with you.
According to the category and size of your company, the department number and
the services to be checked, we determine together the priorities of the audit
according to your needs.
Audit Scope
The discussed parameters define the audit scope. Then the length of stay of the
"Mystery Visit" experts will be agreed. As well as we will agree on the number of test
criterias.
1. 1 night (arrival in the afternoon, audit start), approximately 10 hours
Audit Debriefing inclusive, up to 360 rating points
2. 2 nights (arrival in the afternoon, audit start), approximately 19 hours
audit debriefing inclusive, up to 750 rating points
3. 3 nights (arrival in the afternoon, audit start), approximately 27 hours
audit debriefing inclusive, up to 1100 rating points
After the audit evaluation you will receive a detailed and rated report, including
detailed explanations and images for each assessed area.
Determining the Parameters
The weighting of each test criterion and the assessment key shall be determined
with your cooperation. Thus can create the foundations, which are relevant to the
assessment within an incentive / bonus system.

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Mystery Call
..., the first contact is crucial.
The potential guest / client expects professional advice, or he will call the next
establishment. There are usually no second chances.
Nowadays it is essential in the hotel and restaurant sector to close a maximum of
booking and reservation requests.
The quality requirements are constantly increasing. The responsibility of your staff at
the reception, reservations and sales department should not be underestimated,
they have to show a high degree of competence in dealing with telephone
enquiries on a daily base.
This will give you a clear overview how effectively the tested staff take bookings,
handle requests, process and implement the informations.
The individually tailored mystery call criteria are intentionally designed to identify the
cause of "missed" reservations. You will receive concrete proof where you should
optimize the operation.
Scorpio Hospitality Management offers "quality phone audit experts" to make the
"mystery call. The call evaluation you can then use as an effective quality
improvement tool, you can therefore decrease your considered profit deficit
drastically.

The Call Overview:

call option (for example, difficult guest, disabled, etc.)

call priority option (such as rooms, sales, events, spa, etc.)
Salesmanship Quality during the booking
delinquency of individual employees
Immediate measures to rectify mistakes
Report (detailed, divided into categories)
Digital audio file of calls * (immediate shipment to test call)
* Prerequisite for digital recording of phone calls is an agreement by the employee

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