An unbiased way of understanding your client’s point of view is to actually become the client. Our unique approach to quality control, based on incognito inspections (or “mystery guest”), does not focus on hundreds of standards and procedures, but on individuals, on each and every property and, most importantly, on service.

At HOTELkonzept, our focus is on the sensations and experiences perceived by the customer. To understand if the slippers are in the right place or if the coffee is sufficiently hot is certainly a fundamental issue. But of much greater importance is the quality of service, a sincere smile, courtesy, professionalism and commitment of each staff member.

We are talking about a people’s business, where above all, personal relations can make a big difference between a mediocre and a great hotel. While there is not yet a standard to measure a smile, guests’ perceptions are perfectly described and reflected in our reports.

Our inspections are conducted over a 24-hour period. They are always anonymous and unannounced, and all relevant departments are inspected for quality assurance. Full reports are delivered within three days of inspection.

Our reports are divided into three sections:

• A narrative summary of our perceptions, standards and overall quality
• Overview of general hotel policies regarding employee behaviour, customer service, cleanliness, maintenance, food & beverage as well as SPA services
• Whenever possible, a complete set of photographs are taken to illustrate correctly (and incorrectly) implemented standards

The main benefits of our reports are:

• Identification of missed revenue generating opportunities
• Unbiased client feedback
• Identification of strengths and weaknesses in products and services
• Assessment of training needs
• Benchmarking/comparison to international standards
• Competitive analysis