Gestion par la qualité en hôtelerie. Questionnaire satisfaction client, formation, programme dequailty management

Quality audits are made within the hotel on a 2 or 3 days period as mystery guest visits, according to the expectations of the hotel and services he offers.

Our audits are based on either:

  • Quality standards implemented in the hotel either,

  • Expertise of PMT Hotels and its conception of Quality Standards adapted to each hotel, to it classification, and it positioning (developped according to national and international trends)

The report returned to the Hotel Management is both quantitative and qualitative. PMT Hotels developed a scoring technique for an objective analysis of compliance with Quality within the hotel and to follow point by point the evolution of results. The Qualitative approach reflects a professional approach, more “human” of the felt during the stay (relationship with the staff, experience within the room, at the restaurant…).

The benefits of our audits:

  • A quality audit made on a long enough period to emit an objective opinion as mystery guest visits

  • Identification of your needs in terms of training

  • Identification of Opportunity costs (Revenue lost which could have been generated)

  • Accountability of Managers and employees

  • Monitoring the evolution of results over time

Our methodology:

  • Preliminary meeting with the hotel management establishing a scenario of visits: definition of specific checkpoints in the hotel and /or according to Quality standards already implemented and the frequency of Mystery guests visists
  • After each mystery guest visit, debriefing with management
  • Sending a full audit report
  • Recommendations and Quality action plan:
    • Identification of problems
    • Review of possible causes
    • Study of solutions adapted to your requirements (structure, organisation…)
    • Study of training needs
    • Implementation and planning the Progress plan
  • Evaluating the effectiveness of actions

Thanks to our Quality audits, the hotel is able to control its internal procedures and human resources. In complement, PMT Hotels suggest Psurvey*, an online guest satisfaction survey which allows, meanwhile, measuring guest perception, orienting  your decisions (changes in internal procedures, new investments…) answering to the real needs of your customers. More info about Psurvey*…