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

The financial crisis and investors’ pressure, the hyper competitive market, the change of customers’ behavior (lastminute bookings, influence of Web 2.0 and online guests comments…), the increase of booking costs (commissions, net rates, packaged rates…) lead hotels to seek new ways of differentiation: QUALITY OF SERVICE.

The hoteliers search for new solutions allowing at the same time to:


  • Mesure the efficiency of their services


  • Compare to the competition


PMT Hotels answers to this expectations with it strategic Quality Management program and which is organized around 4 axes:

  1. Benchmarking: identification of best practices on the market, appropriate them and implement them adapting if necessary to the context. The benefits are to:
    • Identify hotel’s strengths and weaknesses
    • Define the Unique Selling Points (USP) that allows to differentiate itself
    • Consider or consolidate new investments, sales strategies, service developments…
  2. Definition and implementation of Quality Standards elaborated according to hotels’ organizational and structural constraints
  3. Control of quality standards respect through a mystery guest program
  4. Implementation of an online guest satisfaction survey

More than just trainings, it is also advice and fieldwork guidance favoring the proximity with the teams rather that only trainings as seminar sessions. The hotel benefits also from our experience in hotel business, from our expertise in technological tools  such as PMS, CRM, Accounting, Yield, Distribution…