Over the past 22 years, our reports have provided hotels with objective
evaluations aligned with corporate guidelines and the standards set by industry leaders.
These audits have been instrumental in enhancing management systems and
monitoring quality assurance in hotels across the United States and internationally.
To further advance these services, we propose an expansion into comprehensive
research employing various consolidation methods across different time frames. This
approach will offer a deeper understanding of our consistently observed findings. While
quality assurance companies in our industry have been pivotal in reporting and
identifying issues within individual hotels, they often overlook whether these issues are
prevalent across all your hotels. Our consolidation reports will also facilitate future
research into newly implemented corporate programs and assess their effectiveness.
Should your organization choose to utilize our services more widely, we can
effectively bridge the gap between corporate executives and individual hotel
management, thereby enhancing overall operational coherence. This will enable
executives to gain a better understanding of how to implement programs more
effectively and consistently across their hotel portfolio. Examples and detailed case
studies illustrating the benefits of this expanded approach will be presented below
utilizing a sample data template. A summary will also be provided to help understand
how the tools will be used and their impact on the overall process.
- Overall Breakdown Across All Hotels
a. Breakdown By Section
In our analysis, we first identify the trouble areas across your individual properties, which helps us pinpoint strengths and weaknesses within your portfolio. By examining these factors, we can uncover the reasons behind the variations in performance. Leveraging our in-house research and years of experience, we’ll determine whether these issues are industry-wide or specific to your brand. The chart above illustrates a sample of these findings.
b. Breakdown By Defined Categories
Defined categories can significantly impact guest experiences and overall portfolio profitability. These factors are defined by being applicable and measurable among multiple departments. By categorizing these factors, we can better understand why there are strengths and weaknesses across different departments. Two key categories have been highlighted above: upselling and the use of a guest’s name during interactions. Ineffective upselling can lead to substantial revenue losses, with research from Harvard Business Review suggesting it can reduce a customer’s lifetime value by 20 percent.
Personalized service has been a major topic in guest satisfaction and overall customer service ideology. Various industry leaders in both quality of service and travel reviews have made personalized service a point of emphasis. By focusing on these defined categories, portfolio executives can identify performance issues among staff, have a stronger understanding of the strengths and weaknesses of different departments, and collaborate to understand why certain areas perform better or worse in these critical dimensions.
c. Breakdown By Individual Questions
Breakdown by individual questions will be utilized scarcely to show specific problematic areas across your portfolio. We want our reports to be informative yet concise, clear, and actionable. The main purpose of including individual questions within a report is to give justification of our data and to provide context to the information received.
d. Cross Tabulation and Correlation
We have identified the trouble areas within your portfolio and broken down the key categories impacting hotel profitability and success. But what is driving these issues? To uncover the underlying causes, we will utilize various causation and correlation analyses, including cross-tabulation and correlation methods. Cross-tabulation helps us assess the likelihood of adherence to one protocol based on the adherence to another, while correlation analysis reveals which traits are associated with higher performance in specific areas and how these traits are perceived by consumers.
Utilizing these insights and the data above, we can make assumptions regarding employee care and training. For instance, we can examine the relationship between employee tenure and upselling performance. If long-tenured employees consistently outperform their newer counterparts, it suggests that training and experience play a critical role. Conversely, if newer employees are outperforming those with longer tenure, it may indicate a decline in employee care over time, warranting further investigation.
The correlation analysis reveals that high-performing bars consistently exhibit certain key behaviors. Using the data set, a high-performing bar implements effective cost controls, demonstrates attentiveness, provides quality service, and engages in upselling. While these factors may seem straightforward, they are not universally applicable to every portfolio. A portfolio that excels in these areas may still face unique challenges not reflected in its strengths, leading to different insights.
It is crucial to identify what defines a great bar within your specific brand. Understanding which protocols are not being followed and why your portfolio struggles with particular concepts will provide a clearer picture of your operational landscape. Tailoring your approach to the unique characteristics of your portfolio will enable you to optimize performance and address any underlying issues effectively.
2. Ranking System of Your Properties
a. Locations
DRILLDOWN RANKING | ||||||
| Showing data for all dates, Locations. | ||||||
| Location | Rank | # Evaluations | Overall Score | Check In | Check Out | Bar |
| Property F | 1 | 13 | 96.00 | 93.00 | 84.00 | 95.00 |
| Property S | 2 | 6 | 95.00 | 92.00 | 81.00 | 97.00 |
| Property C | 3 | 5 | 93.00 | 88.00 | 73.00 | 90.00 |
| Property AC | 4 | 12 | 92.00 | 87.00 | 82.00 | 88.00 |
| Property Y | 5 | 18 | 92.00 | 87.00 | 87.00 | 89.00 |
| Property H | 6 | 4 | 91.00 | 85.00 | 80.00 | 80.00 |
| Property AA | 7 | 7 | 90.00 | 85.00 | 93.00 | 90.00 |
| Property G | 8 | 14 | 90.00 | 85.00 | 90.00 | 96.00 |
| Property D | 9 | 16 | 89.00 | 85.00 | 79.00 | 95.00 |
| Property A | 10 | 13 | 88.00 | 84.00 | 97.00 | 68.00 |
| Property T | 11 | 10 | 82.00 | 84.00 | 70.00 | 86.00 |
| Property L | 12 | 13 | 80.00 | 84.00 | 85.00 | 76.00 |
| Property O | 13 | 2 | 80.00 | 80.00 | 76.00 | 95.00 |
| Property R | 14 | 10 | 80.00 | 77.00 | 94.00 | 93.00 |
| Property N | 15 | 6 | 77.00 | 75.00 | 67.00 | 95.00 |
| Property I | 16 | 5 | 76.00 | 74.00 | 71.00 | 67.00 |
| Property E | 17 | 10 | 76.00 | 74.00 | 83.00 | 79.00 |
| Property P | 18 | 13 | 75.00 | 73.00 | 67.00 | 91.00 |
| Property X | 19 | 6 | 74.00 | 73.00 | 90.00 | 81.00 |
| Property K | 20 | 5 | 74.00 | 73.00 | 87.00 | 68.00 |
| Property J | 21 | 9 | 74.00 | 73.00 | 87.00 | 83.00 |
| Property W | 22 | 15 | 74.00 | 73.00 | 96.00 | 74.00 |
| Property V | 23 | 7 | 72.00 | 72.00 | 81.00 | 82.00 |
| Property Z | 24 | 11 | 70.00 | 72.00 | 86.00 | 89.00 |
| Property AD | 25 | 16 | 69.00 | 70.00 | 53.00 | 64.00 |
| Property Q | 26 | 14 | 68.00 | 68.00 | 69.00 | 72.00 |
| Property M | 27 | 4 | 68.00 | 68.00 | 62.00 | 82.00 |
| Property U | 28 | 6 | 68.00 | 67.00 | 76.00 | 76.00 |
| Property AB | 29 | 11 | 66.00 | 67.00 | 84.00 | 67.00 |
| Property B | 30 | 7 | 65.00 | 67.00 | 60.00 | 67.00 |
Every portfolio seeks to identify its high and low performers to effectively allocate resources. Through our analysis, we can break down the information from multiple perspectives and at various levels. This comprehensive approach allows for a nuanced understanding of performance metrics, enabling portfolio managers to make informed decisions about where to direct their efforts and resources for maximum impact. By analyzing data across different scopes, we can uncover trends and insights that guide strategic planning and resource allocation.
b. Area Directors
DRILLDOWN RANKING | ||||||
| Showing data for all dates, Directors. | ||||||
| Director | Rank | # Evaluations | Overall Score | Check In | Check Out | Bar |
| Bill H. | 1 | 50 | 96.00 | 94.00 | 84.00 | 94.00 |
| Bill B. | 2 | 38 | 94.00 | 91.00 | 83.00 | 98.00 |
| Bill R. | 3 | 55 | 93.00 | 89.00 | 85.00 | 94.00 |
| Bill D. | 4 | 30 | 91.00 | 87.00 | 81.00 | 89.00 |
| Bill Z. | 5 | 63 | 89.00 | 86.00 | 90.00 | 76.00 |
| Bill F. | 6 | 41 | 89.00 | 85.00 | 91.00 | 66.00 |
| Bill J. | 7 | 40 | 88.00 | 79.00 | 88.00 | 85.00 |
| Bill G. | 8 | 32 | 83.00 | 78.00 | 69.00 | 79.00 |
| Bill A. | 9 | 60 | 82.00 | 76.00 | 74.00 | 78.00 |
| Bill C. | 10 | 54 | 78.00 | 76.00 | 77.00 | 71.00 |
| Bill L. | 11 | 31 | 76.00 | 75.00 | 77.00 | 64.00 |
| Bill E. | 12 | 39 | 74.00 | 75.00 | 72.00 | 74.00 |
| Bill M. | 13 | 32 | 73.00 | 71.00 | 82.00 | 72.00 |
| Bill Q. | 14 | 21 | 72.00 | 70.00 | 77.00 | 72.00 |
| Bill T. | 15 | 51 | 71.00 | 68.00 | 67.00 | 71.00 |
| Bill P. | 16 | 61 | 69.00 | 67.00 | 72.00 | 72.00 |
| Bill S. | 17 | 53 | 69.00 | 65.00 | 64.00 | 68.00 |
Our Comprehensive Quality Assurance Research Reports Deliver Critical Insights to Drive Success and Enhance Performance Across Your Portfolio.
Our comprehensive reports will identify trouble areas by section, highlight both successful and struggling hotels and directors, and pinpoint common factors that contribute to success or failure within your organization. These reports will support future research aimed at developing solutions and evaluating the effectiveness of implemented strategies in a clear and actionable manner. All data will be customized to align with your specific needs and strategic goals.
As the program evolves through collaborative efforts on targeted objectives, as solutions are developed for those targeted objectives, and as more consolidated information regarding your portfolio becomes available, we can expand our insights and further personalize the research. We will provide these reports annually at no additional cost. In return, we ask that you let Regal Hospitality Group to be your quality assurance provider, which will not only help us collect valuable data for you, but also offer a service at a competitive rate that you are likely already receiving from other companies.
For more information about the program and our services, or to request a quote, please reach out to mjm@regalhg.com.
