Driftwood Hospitality Management has established quality control services and systems to help our properties succeed. We perform surveys, audits, and implement programs to monitor operations and ensure continuous quality improvement across departments.
Our services include:
Guest Feedback Program
We have designed a hotel evaluation tool that allows properties to ask guests for feedback; then we use this data to take corrective action when needed. Guest feedback is essential for measuring performance and allows us to make recommendations or suggest initiatives that will improve the guest experience.
Quality Control Services
We take the time to look at hotel operations from the guest’s perspective so that we can make more meaningful customer service change recommendations. We follow the path of the guest from the first encounter through their stay. Details such as how long it takes for a guest services representative to pick up the phone, how clean the rooms are, and whether staff members are wearing name tags are documented for further review. We can also evaluate cash handling, food ticket and beverage controls, and other processes during a quality control auditing phase.
Our highly-trained loss prevention specialists can evaluate a property for total loss prevention and identify ‘hot spots’ to increase safety measures. We provide all of our hotels with comprehensive loss prevention training programs for hotel managers and line employees. We also provide manuals and programs for ongoing property maintenance.
Manager on Duty Program
Driftwood has developed comprehensive and individualized ‘manager on duty programs’ that include a set of policy manuals, procedures, and reports. These programs are a vital component of any hotel management program.
Employee Survey Program
Positive employee morale is linked to positive guest experiences. Driftwood Hospitality Management has developed a survey tool that helps hotels gauge employee morale and determine areas of strength and weakness. This information is valuable to general managers and hotel staff working to improve productivity and the customer service experience.
A well-managed quality control system is essential for improving hotel operations and customer service. Learn more about Quality Control Services by contacting Driftwood Hospitality Management today.